Appendix C. METHODOLOGY TO CARRY OUT INTEGRAL STRATEGIC PLANNING
(Source: Company-Strategic Development of Human Capital, April 2007)
According to this model, Strategic Planning should include all the activities that form part of the development of
a process.
In RITA’s particular case, market segmentation should be carried out in order to detect existing needs in that market.
Outline the mission statemen, vision, objectives, strategies and policies according to the company’s internal and
external contexts. Meet client demand. Have continuous improvement processes ensuring quality and monitoring
market opportunities. Lastly, to measure customer satisfaction in an on going manner as regards services offered since,
as has been said, in this business the best promotion is word-of-mouth recommendation.
CONCLUSIONS
RITA is a 100% Mexican company that offers quality tourist services and cultural innovation at competitive prices. It
has suffered a few setbacks but the idea it has is original and has been supported financially by some organizations.
It needs to improve certain aspects and constantly renew itself in order to develop a diversity of services and attractive
tourist packages, as well as make alliances with other similar companies to promote its services comprehensively.
It is important to develop price strategies according to different segments and organize promotional events, thereby
increasing the dissemination of its services.
It does not yet have a large number of competitors, which can give it a certain advantage as regards market positioning.
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DETECT CUSTOMERS NEEDS
VISION, STRATEGIES, GOALS
MEET CUSTOMERS’ NEEDS
DESIGN AND CONTINOUS
IMPROVEMENT OF:
PROCESSES
PRODUCTS
SERVICES
ISO9000 QUALITY ASSURANCE
CONTINUOUS MEASUREMENT OF:
CUSTOMER SATISFACTION
SATISFACTION OF HUMAN
FACTOR
PROCESSES
KEY OPERATION INDICATORS
PRODUCTS AND SERVICES
QUALITY COSTS
BUSINESS RESULTS
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Convention