ABSTRACT
This chapter focuses on how to achieve business alignment by defining the need and the corresponding objectives for major programs. The term business is used to reflect important outcome measures that exist in any setting, including governments, non-profits, and non-governmental organizations (NGOs). The fundamental criteria for gauging the effectiveness of an organization are hard data items such as revenue, productivity, and profitability, as well as measures that quantify such processes as cost control and quality assurance. In implementing programs in organizations where there is an existing manager or team leader, input from the management team may be used to assess the current situation and to indicate the knowledge and skills required by the new situation. A task analysis identifies the specific knowledge, skills, tools, and conditions necessary for the performance of a particular job. The performance of multiple tasks was introduced to broaden responsibilities and enable employees to provide excellent customer service.
