U.S. Small Business Administration                          EB-6
         STRATEGIC PLANNING FOR THE GROWING BUSINESS
Scott R. Safranski, Ph.D.
Associate Professor of Management
Associate Dean, School of Business Administration
Ik-Whan Kwon, Ph.D.
Department of Management and Decision Sciences
St. Louis University
St. Louis, Missouri
                      Emerging Business Series
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Copyright 1991, Scott R. Safranski and Ik-Whan Kwon. "How to Write
a Business Plan." Copyright 1990, Linda Pinson and Jerry Kinnett.
All rights reserve. No part may be reproduced, transmitted or
transcribed without permission of the author.  SBA retains and
irrevocable, worldwide, nonexclusive royalty-free, unlimited
license to use this copyrighted material.
While we consider the contents of this publication to be of general
merit, its sponsorship by the U.S. Small Business Administration
does not necessarily constitute an endorsement of the views and
opinions of the authors or the products and services of the
companies with which they are affiliated.
All of SBA's programs and services are extended to the public on a
nondiscriminatory basis.
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                     TABLE OF CONTENTS
INTRODUCTION
THE BUSINESS ENVIRONMENT
PROACTIVE VERSUS REACTIVE MANAGEMENT
THE NEED OF A STRATEGIC PLAN
DEVELOPING A STRATEGIC PLAN
     Mission Statement
     Your Firm's Philosophy
     Your Firm's Goals
     Objectives to Achieve Goals
     Environmental and Industry Analysis
     Information Needs
     Internal Business Analysis
     Finalizing a Plan
THE BUSINESS PLAN
IMPLEMENTING THE STRATEGY
SUMMARY
REFERENCES
APPENDIXES
     A. Self-Assessment Questionnaire
     B. How to Write a Business Plan
     C. Information Resources
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INTRODUCTION
To many people, strategic planning is something meant only for
big businesses, but it is equally applicable to small businesses.
Strategic planning is matching the strengths of your business to
available opportunities. To do this effectively, you need to
collect, screen and analyze information about the business
environment. You also need to have a clear understanding of your
business -- its strengths and weaknesses -- and develop a clear
mission, goals and objectives. Acquiring this understanding often
involves more work than expected. You must realistically assess
the business you are convinced you know well. Familiarity can
breed contempt for thorough analysis; you cannot properly
evaluate your firm's strengths or shortcomings.
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THE BUSINESS ENVIRONMENT
Strategic planning focuses largely on managing interaction with
environmental forces, which include competitors, government,
suppliers, customers, various interest groups and other factors
that affect your business and its prospects. Your ability as a
small business owner-manager to deal with these groups will vary
widely depending on the group and on the timing. For example, you
may enjoy greater influence with your local government than with
the federal government. Also, you may be able to get more of what
you want from a supplier than from a competitor (although size,
distance, the percentage of the supplier's business you represent
and your record of dependability as a customer can affect this
relationship). How you manage these and other relationships is
one of the decisions you will make during the strategic planning
process.
Because of major changes in the business environment, your
familiarity with strategic planning and your ability to implement
it is critical. At one time, business owner-managers assessed the
environment on a continuum that ran between very stable and very
unstable. Businesses, such as the producers of automobiles,
furniture and other consumer goods, operated in a relatively
stable and predictable world. This also was true of many service
firms, such as banks and savings and loans. Typically, the
environment included competition that was limited to a stable
group of competitors, loyal customers and a relatively slow
transfer of information. Many small businesses could thrive in
this environment. Other small investors entered fields such as
xerography, computers and computer component production, software
design and chemical research. Some of these grew rapidly,
becoming names with which we all are familiar: Xerox, IBM, Apple
and Microsoft. But many more failed.
Today, experts agree that more businesses face an unstable
business environment. Improvements in information processing and
telecommunications have made major changes in most industries.
Along with this, improvements in transportation and the growth of
foreign economies (specifically in Europe and Asia) have created
a global marketplace and redefined certain industries. In
addition, as consumers are exposed to more choices, loyalty has
become less important than it once was; a slightly better deal or
a temporary shortage of stock can easily result in the loss of
customers. Competitors also can change rapidly, with new ones
appearing from out of nowhere (often this means the other side of
the globe). With the instability of the global market, it is
important that you make strategic planning part of your overall
business strategy.
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PROACTIVE VERSUS REACTIVE MANAGEMENT
A few years ago, you could establish and maintain a business by
reacting to and meeting changes in tastes, costs and prices. This
reactive style of management was often enough to keep the
business going. However, today changes happen fast and come from
many directions. By the time a reactive manager can make the
necessary adjustments, he or she may lose many customers possibly
for good.
Proactive planning is the anticipation of future events.
Decisions are based on predictions of future states of the
environment as opposed to reactions to various crises as they
occur. Proactive planning in an unstable, technology-driven
business environment is critical to continuing success in almost
any endeavor. Rather than reacting to the situation as it
changes, proactive planning requires that you analyze
environmental forces and make resource-allocation decisions. By
doing this you will take your business where it needs to be in
the next month, year and decade. Barry Worth, a consultant
specializing in small business management, puts it this way:
     Today's entrepreneur must be a business architect. Anything
     built in today's business environment must have a step-
     by-step blueprint or plan on how to achieve success (Worth
     December 1989).
The blueprint for today's business owner is a business plan.
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THE NEED FOR A STRATEGIC PLAN
Planning plays an important role in any business venture. It can
make the difference between the success or failure of your
business. You should plan carefully before investing your time
and, especially, your money in any business venture. The need for
a plan is best illustrated by the following scenario -- "A Tale
of Two Businesses."
Two franchises (A and B) were started by individuals who had
worked in management in much larger companies. While Franchise A
provided a product and Franchise B a service, the output of both
franchise systems had been sold exclusively in the United States
before the current owners became involved. The output of both was
readily available in other developed countries as well. The
franchises opened about the same time and neither franchisee had
a strong market presence, nor do they at present. Today
Franchise B is bankrupt. By contrast, Franchise A is selling
products in the midwestern United States and in Europe.
What was the deciding difference in the two franchises' success?
You probably expect it to be that one had developed a strategic
plan and the other hadn't; however, it isn't this simple. Many
factors can influence the outcome of a business venture. There
were many similarities between the franchises, but there also
were many differences. Most notably, Franchise A sold a product
and Franchise B a service (although this does not clearly limit
options). Another difference was that Franchise A had a carefully
thought-out plan. The investors knew as they looked for a
franchise partner that they wanted to find a product that could
satisfy international markets and a franchisor who would support
that kind of sales effort. These investors were based in the
Midwest, but negotiated for exclusive rights to export the
franchisor's product. Once they had obtained the franchise, and
as they began to establish their business domestically, they also
began to contact government experts in the U.S. Department of
Commerce and the U.S. Small Business Administration, as well as
educators and local managers with international experience. Clear
plans were developed outlining how they would position, market
and distribute the product and which foreign markets would be
targeted first. Even as they were building sales in one European
market, they were attending trade shows and planning entry
strategies in others.
By contrast, the second investor (Franchise B) started his
business strictly because he wanted to leave a former employer.
Of course many small businesses get started this way; however, in
this case no investigation of franchising alternatives was done.
The business was located in an area that, as it turned out,
contained virtually no consumers for the kind of service being
offered. When this mistake was realized, it was too late to
move -- the investor simply did not have the money or the desire to
risk starting again.
Other examples further show the need for strategic planning and
for developing a clear business plan. The owner of a business
that seemed to be doing quite well in two locations was about to
open in a third. The authors were called in to develop a benefits
policy and discovered cash-flow problems that could be found only
after operations had begun in the new location. After analyzing
the situation, an expansion and financial plan was developed for
the sound locations only. In another case, the authors determined
that a business had purchased more equipment than was necessary
to accomplish the current workload. After careful analysis, plans
to make further purchases were put on hold, and the equipment
available was used effectively to meet immediate needs.
A business enterprise is too complex to assume that failure to
develop a sound business plan will be the cause for problems.
Nevertheless, this failure often counts among the factors
contributing to business difficulties. As Worth has said, Being a
business entrepreneur today takes constant vigilance in order to
be able to take advantage of new opportunities and the
availability of new information and technology as they come into
being. The first step in doing this is to have a plan.
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DEVELOPING A STRATEGIC PLAN
Mission Statement
The first step in the strategic planning process is an assessment
of the market. Businesses depend on consumers for their
existence. If you are facing a rapidly growing consumer base, you
probably will plan differently than if your clientele is stable
or shrinking. If you are lucky enough to be in a business where
brand loyalty still prevails, you may take risks that others
cannot afford to take. Before you begin to assess the market, it
is important that you complete a careful assessment of your own
business and its goals.
The outcome of this self-assessment process is known as the
mission statement. According to Glueck and Jauch (1984, p. 51),
The mission can be seen as a link between performing some social
function and the more specific targets or objectives of the
organization. Another definition states that the mission
statement is a term that refers to identifying an organization's
current and future business. It is viewed as the primary
objective of the organization (Rue and Byars 1983, p. 99).
Because these authors are writing for an audience of managers or
would-be managers of larger businesses, their definitions may
sound a bit lofty. If, however, you go back to the earlier
example of a successful small business, you can see it started
with a clear direction -- what was to be achieved and, in a broad
sense, how best to achieve it. While your own goal may be to
survive, make a profit, be your own boss or even be rich, your
business must first perform a social function, i.e., it must
serve someone. Given this you must determine (1) the ultimate
purpose and (2) the specific targets or objectives of your
business.
The investors of Franchise A discussed above clearly had
determined they wanted a business with the potential for
international sales. With this objective they were able to
determine the kind of franchise they wanted and the terms. They
knew that some goods and services were more likely to be
marketable overseas than others. Early research helped them
determine which areas of the world would be the best places to
start. This, in turn, helped them to further narrow their list of
potential products. Also, they were able to assess the financial
demands of various approaches to overseas markets. Their
financial analysis enabled them to affirm that a franchise would
be one of the alternatives with a high profit potential. All of
these directions were derived from an initially vague desire to
go international. And, as the investors developed their ideas
into a clearly defined business purpose, many issues were
discovered that were critical to success.
Defining Your Business
A primary concern in defining a mission statement is addressing
the question What business are you in? Answering this may seem
fairly easy: however, it can be a complex task. Determining the
nature of your business should not be strictly tied to the
specific product or service you currently produce. Rather, it
must be tied to the result of your output -- your social function
-- and the competencies you have developed in producing that
output.
Management theorist Peter Drucker suggests that if the railroad
companies of the early 1900s or the wagonmakers of the 1800s had
defined their business purpose as that of developing a firm
position in the transportation business, rather than limiting
themselves strictly to the rail or wagon business, they might
still enjoy the market positions they once did (Rue and Byars
1983, p. 101). The obvious concern here is to ensure that you do
not define your business too narrowly, leaving yourself open to
economic changes or competitive challenges that make you
vulnerable. The primary reason the service company mentioned
earlier (Franchise B) failed was that it lacked a consumer base.
These consumers were already being served by the current market.
In another example, an entrepreneur developed a device to provide
greater security for homes and vehicles. But, by focusing on the
product rather than the service it was meant to provide, he
failed to consider other services that already provided
essentially the same level of protection at lower costs.
Your Firm's Philosophy
Once you have defined your mission statement, the next step is to
define the firm's basic philosophy. Such a statement will help
explain to your employees and associates how you would like to
see the firm operate. Are you a risk taker, or would you prefer
to build your business slowly from a solid base? How will you
relate to customers, suppliers and competitors? What type of
community involvement do you plan for your business, e.g.,
participation in recycling and volunteer activities? These
questions, and many more, need clear answers to help your
employees make operational decisions and conduct themselves in a
manner consistent with your wishes. Much has been written about
this concept in business literature under the term corporate
culture. A clear explanation of your business's philosophy in the
mission statement will provide a basis for the development of a
consistent business culture.
Your Firm's Goals
The next step is to set clear goals to guide and maintain the
business on a path consistent with its mission. Daniel Robey
provides an excellent list of the key functions of business
goals(Robey 1982). To summarize his comments, goals serve to
   1. Justify or legitimize the organization's activities.
   2. Focus attention and set constraints for member behavior.
   3. Identify the nature of the organization and elicit
      commitment.
   4. Reduce uncertainty by clarifying what the organization is
      pursuing.
   5. Help an organization to learn and adapt by showing
      discrepancies between goals and actual progress (providing
      feedback).
   6. Serve as a standard of assessment for organization members.
   7. Provide a rationale for organization design.
At one time, it was widely assumed that the owner of a company
set that firm's goals. Glueck and Jauch refer to this as a
trickle-down theory because it was assumed that others in the
organization simply accepted these goals. Chester Barnard,
believing that it was naive to assume such ready acceptance,
suggested that organizational objectives arose from a consensus
of the employees (Gleuck and Jauch, pp. 78<196>79). This
trickle-up theory, however, is also naive in assuming that an
organization is simply the sum of individual perspectives, and
that it can achieve direction from an unguided and usually
disparate group of people. Modern theories spring from
combinations of these two approaches, suggesting goal development
is a complex goal-bargaining process that enjoys some advantages
of both basic theories.
Bargaining, while seeming a rather negative and poorly developed
goal-setting approach, has the advantage of involving most, if
not all, employees in the process. As a result, it is more likely
that key concerns, internal as well as external, will be taken
into account. By involving employees, you improve their
understanding of and commitment to the firm.
Pierce and Robinson captured the complexity of goal setting in
this statement:
     Strategic choice is the simultaneous selection of long-range
     objectives and grand strategy. . . . When strategic planners
     study their opportunities, they try to determine which are
     most likely to result in achieving various long-range
     objectives. Almost simultaneously, they try to forecast
     whether an available grand strategy can take advantage of
     preferred opportunities so that the tentative objectives can
     be met. In essence then, three distinct but highly
     interdependent choices are being made at one time. Usually
     several triads or sets of possible decisions are considered
     (Pierce and Robinson 1985, p. 231).
To improve the structure of this strategic approach, most experts
suggest that a repetitive method be used in developing goals.
This begins with the owner and perhaps a few key employees
agreeing on a long-term direction for the business and suggesting
major goals in line with this direction. Then, other employees
are asked to suggest specific objectives, which are then reviewed
before being implemented. Goals become the shared purposes of the
owner and employees and thus, it is much easier to get the
support of employees and their clear understanding of what needs
to be accomplished.
Goals are defined as broad, ideal conditions. A possible goal
could be To become the leading small-package delivery service in
the Kansas City metropolitan area. In defining goals it is
important to understand (1) how the goal was derived and (2) how
it provides guidance.
Objectives to Achieve Goals
Accomplishing a goal requires establishing and achieving several
specific objectives, which must
   *  Be clear, concise and attainable.
   *  Be measurable.
   *  Have a target date for completion.
   *  Include responsibility for taking action.
   *  Be arranged according to priority.
An objective to the above-stated goal could require that the
dispatcher develop a route structure capable of providing
three-hour service to any area within 20 miles of the city's
center, with the service beginning within six months.
An objective has to fit within a hierarchical network of other
objectives that together contribute to the firm's ultimate goals
and mission. For example, a subsidiary objective to the one
mentioned above may be To purchase three new or late-model used
delivery vans within five months. Another objective could specify
expanding staff to drive the additional vehicles and to handle
the expected increase in dispatching chores. This system of
setting priorities is called a hierarchy of objectives.
Anthony Raia provides a list of guidelines to help you avoid
pitfalls in setting objectives (Rue and Byars, p. 107). Some of
the most important include
   *  Adapt your objectives directly to organizational goals and
      strategic plans. Do not assume that they support higher
      level management objectives.
   *  Quantify and target the results whenever possible. Do not
      formulate objectives where attainment cannot be measured or
      at least verified.
   *  Test your objectives for challenge and achievability. Do
      not build in cushions to hedge against accountability for
      results.
   *  Adjust the objectives to the available resources and the
      realities of organizational life. Do not keep your head
      either in  the clouds or in the sand.
   *  Establish performance reports and milestones that measure
      progress toward the objective. Do not rely on instinct or
      crude benchmarks to appraise performance.
   *  Put your objectives in writing and express them in clear,
      concise and unambiguous statements. Do not allow them to
      remain in loose or vague terms.
   *  Limit the number of statements of objectives to the key
      result areas (for your business). Do not obscure priorities
      by stating too many objectives.
   *  Review your statements with others to assure consistency
      and mutual support. Do not fall into the trap of setting
      your objectives in a vacuum.
   *  Modify your statements to meet changing conditions and
      priorities.
   *  Do not continue to pursue objectives that have become
      obsolete.
The formulation of a mission, goals and objectives is a complex,
repetitive and continual process. As a small business
owner-manager, your first reaction may be that you don't have the
time or the resources to accomplish this. This may be true;
however, you must develop a process that you can implement and be
comfortable with. You will need to be aware of this process, the
relationship of goals to ultimate performance and the need to be
specific and consistent. A carefully thought-out set of goals
provides the base on which the rest of strategic planning will
proceed. The time you put into carefully assessing what you hope
to achieve and how you will measure it will reduce the time
required to assess and control performance.
Environmental and Industry Analysis
In determining appropriate goals, you will need to consider the
position of your business within its industry and the broader
business environment. Several trends may affect your business
prospects. Examples may include shifts in population (e.g., the
purchasing status of baby boomers), trends in the economy,
technological developments, legislation (e.g., safety or
antipollution regulation) and the activities of special interest
groups. As you clarify your mission and goals, you will find that
some factors are important while others may not require your
attention.
There are several approaches to dealing with fluctuation and
change in your business environment. James Thompson presents a
list of general strategies that provides a good first cut at the
complicated process of making strategic choices related to the
business environment (Miner 1982, p. 147). He argues that most
organizations search for certainty in an uncertain, fluctuating
environment. Depending on the business' resources and the
specific situation, a business may adopt one of four approaches
to the business environment.
Buffering can be used when you have an abundance of resources,
sometimes referred to as organizational slack. However, this is a
luxury few efficiently run businesses enjoy. If, for example, you
possess a technological edge, you may be able to relax your
vigilance in the confidence that you have the resources to adapt
to changes that may occur. You are then able to concentrate on
other environmental factors that may affect areas of your
business in which you don't have such an advantage.
Smoothing is a useful approach when you enjoy surplus resources
in one area but your ability to meet demand is overtaxed in
others. A good example is a chimney cleaning service that was
unable to meet demands for chimney repair and service during the
winter months, but had to lay off employees during the spring and
summer months. In an attempt to change the environment, the owner
developed advertising and pricing strategies aimed at attracting
more business during slow times. In addition the owner assessed
the skills of his employees. He found that by doing general
masonry jobs in slow times, he could retain workers while
actually increasing the size of his business. This example also
provides a clear illustration of how a small business can manage,
and even change, its environment.
Forecasting is something that all businesses must do. When you
don't have the resources to use a buffering strategy or when
conditions make smoothing impossible, you must anticipate
environmental changes. The immediate need of most businesses is
to monitor the competition. Other events that you can anticipate
with an effective forecasting system include
   *  Technological breakthroughs.
   *  New competitors (either a company purchases in to your
      industry or a new competitor enters from an overseas
      market).
   *  Changes in the cost and availability of raw materials.
   *  Changes in consumer taste.
Effective forecasting is possible only when probabilities can be
predicted; for example, you have a pretty good idea of what the
odds are that shortages will occur in a raw material, or what the
chances are that a law will pass providing new sources of
assistance to small businesses. Unfortunately, many trends and
changes are very difficult, if not impossible, to anticipate,
even with the best forecasting system.
As a result you may find that you must resort to Thompson's
fourth approach -- rationing. An unanticipated technological
breakthrough or a sudden change in the spending habits of your
customers may force you to reallocate resources. In this
situation, goals may need to be delayed or foregone altogether,
and parts of your business may need to be reduced. All needs of
the business will not be completely met, but you will move to a
base from which you will have the best chance to recover. With
time you will rebuild to compensate for any losses incurred.
Information Needs
The most important consideration in developing an effective
approach to forecasting and planning is the development of your
information system. In the world of personal computers, you may
equate information systems with microchips and programming, but
the concept as used here is much broader, referring to the way
you gather, screen, analyze and use information that may affect
your business. This publication is part of your information
system. You are using it to inform yourself of modern approaches
to managing, improving and possibly enlarging your business.
Too many businesses still have information systems that might be
described as shoebox systems. Information about the business and
its environment are collected in various documents that are
stored in shoeboxes, or it is picked up through contacts between
the owner and customers. The owner analyzes this information and
the results are used to make further decisions.
The problems with this system are obvious. First, no effort has
been made to determine what critical elements -- internal or
external to the business -- should be assessed. Second,
assessment is based entirely on what strikes the owner as
memorable or important. Unfortunately, what is remembered is not
necessarily what is important. Memory is influenced by
preconceptions and perceptions, and by how busy, tired or
distracted the owner was at the time an event occurred. An
additional problem with this informal approach is that, should
the owner want to verify his or her impressions of some series of
events, it would be time consuming -- if not impossible -- to
locate the records that would allow a full analysis. While seat-
of-the-pants decision making based on this type of information
system sometimes works remarkably well, much is left to chance.
Setting up an effective information system is integrally related
to your mission and goals and to the specific environmental
factors defined in your strategic purpose. Collect enough
information, but don't collect too much this leads to information
overload, where decision makers are so swamped they become
incapable of making sense of the information, or of using it to
make good decisions.
Developing a good system is a dynamic process. It is easy to
determine what information you need to collect and how to obtain
it. However, as the environment and your situation change, the
information you need also changes. Items that were once important
now are not. Other considerations, impossible to anticipate at
the time you developed your system, have become critical.
Employees should be involved in determining what information is
needed and where to obtain it. They are often the first line for
data collection. They can provide insights and perspectives that
you may not have considered. Together, you will be able to
develop a reasonably thorough list of concerns that the
information system should address.
In any information system, a variety of sources should always be
used. You already collect much information in the documents you
use to conduct everyday business. Other sources may include
periodicals (particularly those published specifically for your
industry), newspapers (or clipping services), books and experts
in areas of concern.
Once you have collected the data, you will need to condense and
analyze it. This is the information reporting system. You already
produce reports for various government agencies and banks, which
are nothing more than a presentation of the data you collect in a
way that is useful to the particular agency. A good information
system will provide information to employees in your business in
a form that they need to make effective decisions and carry out
their jobs. It will provide enough information, but not more than
is necessary and useful. As the type of data collected changes
over time, so will the reports needed. As a result, report
requirements must be periodically reassessed so time is not spent
producing useless reports.
Finally, information should be stored for easy retrieval to
accommodate new situations that may require different analyses.
In data processing, this system of storage is referred to as the
company's data base. Whether you rely on an electronic or a
manual system, storing information so it is easily retrievable
requires considerable forethought. Much of the business software
available today focuses on storing data in ways that allow it to
be retrieved in many different forms and later combined for
analyses that were not originally anticipated or necessary.
Internal Business Analysis
Once you've begun to collect the necessary information about your
external environment, you will be able to consider how to best
fit your business into the situations that surface. To do this
you must clearly understand the strengths and weaknesses of your
firm. For a long time, people assumed that small businesses were
always at a disadvantage because they were small. Today, there
are few commercial areas that don't have room for smaller
competitors if they are focused and efficient.
The primary task in the business analysis phase is to identify
those factors that may give you a competitive advantage. If you
hold a patent or an exclusive license on a particular product or
service, you may enjoy a competitive advantage. Flexibility is a
major advantage that small businesses often enjoy over larger
rivals. You may be able to respond more quickly and with less
cost to mood swings or taste changes in the market. Also, small
businesses can often move into new product or service lines more
quickly than larger firms.
The nature of the technology used to make your product may often
yield competitive advantages. If you employ individuals skilled
in areas unique to your business, their skills will often yield
cost advantages that may offset disadvantages in other areas. For
example, your competitor may be further ahead in using
computer-aided scheduling, but you are able to rely on
specialists in your own firm and can market your product as a
unique value while you move to minimize the technological
differential.
Once you are clear about the areas in which you are ahead, assess
your weaknesses. Having done this, you can develop a strategy
that has the best chance of succeeding. Instead of simply trying
to compete for customers on a single dimension, such as price, or
to catch up in one area of technology, you are now able to
consider alternatives derived from a combination of factors. You
may, for example, see that a traditional competitor has an
apparently insurmountable cost advantage from adopting a
technology that yielded unforeseen benefits. An effort to compete
strictly on the basis of price while attempting to catch up
technologically is probably doomed to failure. On the other hand,
a move into other product lines that take advantage of the skills
used by your firm may give you a better chance for survival.
Eventually, this strategy may give you the time needed to acquire
the technology to compete in your original product area.
Finalizing a Plan
When you have a clear grasp of the competitors, customers,
suppliers and situations you face, and you combine this with a
realistic understanding of your own strengths and weaknesses, you
can develop a strategic plan with a strong chance of success. You
may decide that you have the strengths to compete with other
businesses head-to-head in their best markets. You may choose to
target a market that has not been touched by your competitors.
You may see opportunities to influence local or state legislation
in a way favorable to your needs. Or you may realize that you are
constrained by a combination of circumstances that severely
restrict your opportunities and leave you only limited chances
for success. You should, however, under any of these scenarios,
be able to make better choices.
Before you develop a detailed plan to implement, attempt to
identify several possible alternative approaches. Frequently,
when an individual or organization faces a problem or
opportunity, solutions will appear to pop up. You've faced
similar situations before, you have a gut feeling that the way to
solve the problem is to. . . .  While your first idea may, in
fact, work, the odds are it won't be as effective as other
possibilities. The reason that this obvious choice may not be the
best option is that it is usually based on experiences that,
while appearing similar, are actually very different. You may
struggle a bit to identify other possible approaches. No
alternative will be perfect. But once you have considered several
and listed the advantages, disadvantages and overall chances of
success for each alternative, you will be in a better position to
settle on a plan with greater potential.
_________________________________________________________________
THE BUSINESS PLAN
The business plan is a succinct document that specifies the
components of a strategy with regard to the business mission,
external and internal environments and problems identified in
earlier analyses. A business plan is not written each time a
modification to a strategy is made. It should be written when you
develop a new venture or launch a major new initiative. The
business plan serves several important purposes:
   *  It helps determine the viability of the venture in a
      designated market.
   *  It provides guidance to the entrepreneur in organizing his
      or her planning activities.
   *  It serves as an important tool in helping to obtain
      financing (Hisrich and Peters 1989, p. 126).
A well-written business plan also will provide broad parameters
upon which progress toward goals can be assessed and control
decisions made at a later time.
A typical business plan begins with a brief introduction followed
by an executive summary. The executive summary is prepared after
the total plan has been written. Its purpose is to communicate
the plan in a convincing way to important audiences, such as
potential investors, so they will read further.
An industry analysis usually follows the executive summary. This
section communicates key information -- the collection of which was
discussed earlier -- that puts the venture or plan into the proper
context.
The marketing plan is the first step in developing any new
strategy. It is developed within the context of the company's
goals and should be based on a realistic assessment of the
external environment, as discussed earlier. The marketing plan is
written first because marketing decisions typically determine
resource needs in other areas. Obviously, a decision to seek a
large share of a market will require a significant commitment of
resources of various kinds. How you choose to promote and
distribute your product or service will have clear ramifications
for your organizational, production, human resource and financial
plans.
The organizational plan details how your business is to be
configured to most effectively support the marketing objectives.
What kinds of skills are needed to carry out your plan? What
sorts of skills do you have among managers and employees? What
tasks will be done by which employees? What tasks will be
contracted out? Many businesses, for example, hire the services
of an advertising firm to improve their product promotions but
handle their customer relations internally. Roles and
responsibilities of each employee need to be clearly specified,
as discussed in the section on goal setting.
Develop the production plan and human resources plan along with
the organizational plan. Again, you must decide whether or not
you will handle all production internally or contract all or part
of it to other firms. What equipment will you need to meet the
marketing plan? What will be the costs of manufacturing the
product? What will be the future capital needs of the enterprise?
Human resource needs are clearly affected by decisions made in
production planning. What human resources do you have? Will they
be adequate to handle new or changed plans? What additional
skills are needed? Will you seek employees who are already
trained, or will you hire less skilled individuals and train
them? If the latter, what resources will be needed for training,
and how long will it take to obtain the desired levels of
productivity?
The financial plan underpins this entire system of plans. Three
financial areas are generally discussed (Hisrich and Peters,
pp. 126-7). First, forecasted sales and related expenses need to
be summarized. Monthly figures generally need to be estimated for
a period exceeding one year, although the appropriate period will
vary depending on the nature of the product and the stability of
the market. Second, cash flow figures need to be estimated over
the same period. A business needs to pay its bills in a timely
fashion; many successful ventures end when suppliers refuse to
extend additional credit to a business that hasn't paid its
bills. Finally, a projected balance sheet that shows the
financial condition of your business at a specific time needs to
be prepared.
Usually an appendix is included in a business plan. This
generally contains supporting information, documents and details
that would interfere with clear communication in the body of the
plan. Examples of this type of information include price lists,
economic forecasts, demographic data and market analyses.
_________________________________________________________________
IMPLEMENTING THE STRATEGY
Implementation is usually thought of as something you do at the
end of the strategic planning process. Okay, now we have this
strategic plan; let's do it. If you think about what has been
discussed in this publication, it becomes apparent that you will
be considering the practical problems of implementation
throughout the planning process. Frequently, a suggested
alternative will be rejected because it would be difficult to
implement. Or a preferred approach to marketing or production
would be beyond the financial means of you or your investors.
The two primary issues that need to be considered in the final
implementation process are communication and scheduling.
Successfully implementing a plan depends on effective
communication. Employee resistance often can be reduced, if not
eliminated, if plans are openly presented and concerns are dealt
with up front. In addition, to carry out new policies and
procedures effectively, employees need to have a clear
understanding of what is happening and what is expected of them.
Better informed employees are more likely to do as you instruct
them, thereby reducing the need for complex and costly control
systems.
One key element in effective communication is involving your
employees -- those who must carry out the plan -- as much as
possible in the actual planning process. People who are involved
in planning will have a solid grasp of the plan and their part in
it when it is implemented. If employees are genuinely involved in
the process, they are more likely to accept the result as a plan
they helped develop. This result is often referred to as
ownership.
Successful implementation also depends on a realistic schedule
for the transition. It is too easy to assume away the
difficulties of a major change and to anticipate that everything
will be on track and running smoothly. How many times have you
seen a news report about schedule and cost overruns on a
government project? This kind of error can be disastrous if you
are working within tight margins that can be quickly eradicated
when costs and sales don't reach expectations on time. Realistic
schedules require that you factor in training time, periods of
low productivity, increased error rates and slowdowns as you
correct organizational oversights. Schedules also should include
planned checkpoints for carefully assessing progress toward full
implementation.
Every business needs to develop systems for measuring and
controlling progress toward strategic goals; no matter how loyal
your employees or how strong the camaraderie, individual and
organizational goals are not always the same. Three features
distinguish effective control systems from ineffective systems.
   *  Standards -- These are your specific operative goals. The
      need to carefully set clear and measurable goals was
      emphasized earlier. (The processes of planning and
      controlling are most closely related for this reason.)
      Cautiously interpret how well your business performs
      relative to your goals. It is too easy to assume that, if
      you are not meeting your goals, the business simply is
      falling short. You also must reassess your original goals.
      Are the goals reasonable? Is it possible that you
      overestimated the firm's capabilities? Has something
      changed in the environment -- a new law, a new competitor,
      an economic downturn -- that has completely changed the
      playing field? If, for whatever reason, your goals are now
      too high, your employees, if forced to continue to pursue
      them, will become exasperated rather than motivated.
   *  Measurement -- Control systems must include quantifiable
      measures for monitoring performance. The lack of effective
      measurement systems is where control systems often fail. If
      you can set performance standards for profits and units
      produced, if you can tie standards directly to the goals of
      the plan, then building an effective measurement system is
      less difficult. Unfortunately, there are many tasks,
      particularly in management, that are difficult to assess.
      The output of these tasks, while critical to the overall
      success of the plan, is not usually measurable in clear
      units. Payoffs often only come after a long interval.
   *  Corrective measures -- Corrective actions must be carefully
      directed at the cause of discrepancies between planned and
      actual results, and the cause of problems is often very
      difficult to identify. It is fairly easy, for example, to
      blame an individual worker for goal failures. However, in
      complex business systems, where labor and sophisticated
      technology interact, production systems require careful
      coordination by managers who must deal with vast amounts
      of information. In the modern business world, it is
      becoming harder to identify the source of problems with one
      agent.
In setting up an effective control system, you need to make five
key design decisions:
   *  Will you use behavior or output controls? As noted earlier,
      output controls are easier to develop if they can be
      directly related to the goal. Unfortunately, for many jobs,
      output controls don't make sense because of the indirect
      link between day-to-day work and long-term output.
   *  Do you have adequate means of measuring progress?
      Frequently, it is wise to use multiple measures of job and
      organization performance. Too many standards, however, can
      become cumbersome and costly.
   *  Have you properly focused your controls? As noted earlier,
      interdependencies between various tasks, technologies and
      phases of the production system can be quite significant.
      If your target of control is too narrow (e.g., The guy just
      isn't willing to make a reasonable effort.), you may be
      missing a more complex situation and find that your
      remedies don't really work.
   *  Have you determined proper intervals between assessments?
      You need to find a happy medium in this area. It might seem
      ideal to continually monitor fulfillment of the plan -- and
      information technologies do, in fact, enable you to do this
      in some situations. The cost of frequent measurements can,
      nevertheless, become prohibitive.
   *  Should you reward or punish to correct discrepancies? Both
      of these usually are used. However, overuse of punishment
      can lead to negative feelings and, eventually, failure to
      meet goals. Additionally, negative controls -- punishment
      systems -- require much more time to administer. This is
      because you constantly need to watch for deviations from
      desired behaviors if you are to catch and effectively
      punish offenders. A reward system, on the other hand, links
      appropriate actions to rewards, increasing the likelihood
      that you will observe positive contributions without the
      need for careful or frequent monitoring of day-to-day
      activities.
As you can see, control, like implementation, cannot be treated
as an afterthought if you are to be successful in whatever
strategy you choose. The standards are determined early in the
strategic planning process as you set clear operative goals.
Effective measurement and correction systems are crucial if you
hope to encourage consistent performance that will lead to the
realization of your strategic goals.
_________________________________________________________________
SUMMARY
Strategic planning has become more important to business managers
because technology and competition have made the business
environment less stable and less predictable. If you are to
survive and prosper, you should take the time to identify the
niches in which you are most likely to succeed and to identify
the resource demands that must be met. In larger businesses the
steps outlined in this publication may be carried out by teams of
experts or may involve the interplay of ideas among hundreds,
even thousands, of managers. These guidelines are equally
applicable to the entrepreneur sitting down with several key
employees to discuss what can be achieved in the next two to
three years, and what it will cost. The amount of time spent on
each step and the resources devoted to this process will vary
greatly from business to business, but it is vital to understand
and employ these steps. The questions in Appendix A will help you
recall the steps involved in developing a strategic plan.
_________________________________________________________________
REFERENCES
Glueck, William, and Lawrence Jauch. Business Policy and
Strategic Management. New York: McGraw-Hill, 1984.
Hisrich, Robert D., and Michael P. Peters. Entrepreneurship:
Starting, Developing, and Managing a New Enterprise. Homewood,
IL: BPI/Irwin, 1989.
Miner, John B. Theories of Organizational Structure and Process.
Chicago, IL: Dryden, 1982.
Pierce, John A., and Richard B. Robinson, Jr. Strategic
Management: Strategy Formulation and Implementation. Homewood,
IL: Richard D. Irwin, 1985.
Robey, Daniel. Designing Organizations: A Macro Perspective.
Homewood, IL: Richard D. Irwin, 1982.
Rue, Leslie, and Lloyd L. Byars. Management: Theory and
Application. Homewood, IL: Richard D. Irwin, 1983.
Worth, Barry. Being an Entrepreneur in Today's Sophisticated
Environment. St. Louis Business Journal (Dec. 25<196>31,
1989): 5A.
______________________________________________________________
APPENDIX A: SELF-ASSESSMENT QUESTIONNAIRE
_____ Have you developed a clear sense of direction or mission?
_____ Have you clearly defined the nature of your business?
_____ Do you have a clear philosophy for conducting your business
      affairs?
_____ Are your business goals obtainable?
_____ Are your objectives logically related in a hierarchy that
      will lead to goal achievement?
_____ Are your objectives clear,, measurable and tied to goal
      achievement?
_____ Do you periodically reevaluate your objectives to be sure
      they have not grown obsolete?
_____ Have you developed a logical and planned approach for
      collecting data on your environment?
_____ Are data stored or filed in ways that allow easy retrieval
      of useful information?
_____ Are reports produced that are seldom or never used?
_____ Do you periodically review your information system to make
      certain it is useful and up-to-date?
_____ Can you list four or five key strengths of your business?
_____ Are you aware of key weaknesses in your business?
_____ In developing your final strategy, did you consider three
      or four possible alternatives?
_____ Are you involving your employees in planning decisions?
_____ Did you take time to communicate the final plan to
      employees and deal with their concerns?
_____ Is your timetable for implementation of the plan realistic?
_____ Have you scheduled definite checkpoints for assessing
      progress toward goals?
_____ Have you developed effective ways of measuring progress?
______________________________________________________________
APPENDIX B: HOW TO WRITE A BUSINESS PLAN
The following pages provide a suggested outline of the material
that should be included in your business plan. Your final plan
may vary according to your needs or because of the individual
requirements of your lender.
What Are the Benefits?
Every business can benefit from the preparation of a carefully
written plan. There are two main purposes for writing that plan:
   1.  To serve as a guide during the lifetime of the business.
       It is the blueprint of your business and will provide you
       with the tools for analysis and change.
   2.  A business plan is a requirement if you are planning to
       seek a loan. It will provide potential lenders with
       detailed information on all aspects of your company's past
       and current operations and provide future projections.
Business Plan Outline
I.   Cover sheet
     Serves as the title page of your business plan. It
     should contain the following:
     *  Name of the company
     *  Company address
     *  Company phone number (include area code)
     *  Logo (if you have one)
     *  Names titles addresses phone numbers (include area code)
        of owners
     *  Month and year your plan was issued
     *  Name of preparer
II.  Statement of purpose
     (Same as executive summary.) This is the thesis statement
     and includes business plan objectives. Use the key words
     (who, what, where, when, why, how, and how much) to
     briefly tell about the following:
     *  What your company is (also who what where and when).
     *  What your objectives are.
     *  If you need a loan why you need it.
     *  How much you need.
     *  Why you will be successful.
     *  How and when you plan to repay your loan.
III. Table of contents
     A page listing the major topics and references.
IV. The business
    Covers the details of your business. Include information
    about your industry in general, and your business in
    particular. Address the following:
    *  Legal structure -- Tell what legal structure you have
       chosen and state reasons for your choice.
    *  Description of the business -- Detail your business. Tell
       about your history present status and future projections.
       Outline your product or service in terms of marketability.
       Project a sense of what you expect to accomplish in the
       next few years.
    *  Products or services -- Give a detailed description of
       your products from raw materials to finished items. Tell
       about your manufacturing process. If you provide a service
       tell what it is how it is provided and why it is unique.
       List future products or services you plan to provide.
    *  Location -- Describe site and why it was chosen. (If
       location is important to your marketing plan focus on this
       in the marketing section below.)
    *  Management -- Describe who is behind the business. For
       each owner tell about responsibilities and abilities.
       Support with resumes.
    *  Personnel -- Who will be doing the work why are they
       qualified what is their wage what are their
       responsibilities?
    *  Methods of record keeping -- What accounting system will
       you use? Who will do your record keeping? Do you have a
       plan to help you use your records in analyzing your
       business?
    *  Insurance -- What kinds of insurance will you need? What
       will these cost and who will you use for a carrier?
    *  Security -- Address security in terms of inventory control
       and theft of information.
V.   Marketing
     Covers the details of your marketing plan. Include
     information about the total market with emphasis on your
     target market. Identify your customers and tell about the
     means to make your product or service available to them.
     *  Target market -- Identify characteristics of your
        customers. Tell how you arrived at your results. Back up
        information with demographics questionnaires and surveys.
        Project size of your market.
     *  Competition -- Evaluate indirect and direct competition.
        Show how you can compete. Evaluate competition in terms
        of location market and business history.
     *  Methods of distribution -- Tell about the manner in which
        products and services will be made available to the
        customer. Back up decisions with statistical reports rate
        sheets etc.
     *  Advertising -- How will your advertising be tailored to
        your target market? Include rate sheets promotional
        material and time lines for your advertising campaign.
     *  Pricing -- Pricing will be determined as a result of
        market research and costing your product or service. Tell
        how you arrived at your pricing structure and back it up
        with materials from your research.
     *  Product design -- Answer key questions regarding product
        design and packaging. Include graphics and proprietary
        rights information.
     *  Timing of market entry -- Tell when you plan to enter the
        market and how you arrived at your decision.
     *  Location -- If your choice of location is related to
        target market cover it in this section of your business
        plan. (See location in the business section of this
        outline.)
     *  Industry trends -- Give current trends project how the
        market may change and what you plan to do to keep up.
VI.  Financial documents
     These are the records used to show past, current and
     projected finances. The following are the major documents
     you will want to include in your business plan. The work is
     easier if these are done in the order presented.
     *  Summary of financial needs -- This is an outline
        indicating why you are applying for a loan and how much
        you need.
     *  Sources and uses of funds statement -- It will be
        necessary for you to tell how you intend to disperse the
        loan funds. Back up your statement with supporting data.
     *  Cash flow statement (budget) -- This document projects
        what your business plan means in terms of dollars. It
        shows cash inflow and outflow over a period of time and
        is used for internal planning.
     *  Cash flow statements show both how much and when cash
        must flow in and out of your business.
     *  Three-year income projection -- A pro forma income
        statement showing your projections for your company for
        the next three years. Use the pro forma cash flow
        statement for the first year's figures and project the
        next according to economic and industry trends.
     *  Break-even analysis -- The break-even point is when a
        company's expenses exactly match the sales or service
        volume. It can be expressed in total dollars or revenue
        exactly offset by total expenses or total units of
        production (cost of which exactly equals the income
        derived by their sales). This analysis can be done either
        mathematically or graphically.
        Note: The following are actual performance statements
        reflecting the activity of your business in the past. If
        you are a new business owner your financial section will
        end here and you will add a personal financial history.
        If you are an established business you will include the
        actual performance statements that follow.
     *  Balance sheet -- Shows the condition of the business as
        of a fixed date. It is a picture of your firm's financial
        condition at a particular moment and will show you
        whether your financial position is strong or weak. It is
        usually done at the close of an accounting period and
        contains assets liabilities and net worth.
     *  Income (profit and loss) statement -- Shows your business
        financial activity over a period of time (monthly
        annually). It is a moving picture showing what has
        happened in your business and is an excellent tool for
        assessing your business. Your ledger is closed and
        balanced and the revenue and expense totals transferred
        to this statement.
     *  Business financial history -- This is a summary of
        financial information about your company from its start
        to the present. The business financial history and loan
        application are usually the same. If you have completed
        the rest of the financial section you should be able to
        transfer all the needed information to this document.
VII. Supporting documents
     These are the records that back up the statements and
     decisions made in the three main parts of your business
     plan. Those most commonly included are as follows:
     *  Personal resumes -- Should be limited to one page and
        include work history educational background professional
        affiliations and honors and special skills.
     *  Personal financial statement -- A statement of personal
        assets and liabilities. For a new business owner this
        will be part of your financial section.
     *  Credit reports -- Business and personal from suppliers or
        wholesalers credit bureaus and banks.
     *  Copies of leases -- All agreements currently in force
        between your company and a leasing agency.
     *  Letters of reference -- Letters recommending you as being
        a reputable and reliable business person worthy of being
        considered a good risk. (Include both business and
        personal references.)
     *  Contracts -- Include all business contracts both
        completed and currently in force.
     *  Legal documents -- All legal papers pertaining to your
        legal structure proprietary rights insurance titles etc.
     *  Miscellaneous documents -- All other documents that have
        been referred to but are not included in the main body of
        the plan (e.g. location plans demographics advertising
        plan etc.).
Putting Your Plan Together
When you are finished: Your business plan should look
professional, but the lender needs to know that it was done by
you. A business plan will be the best indicator he or she has to
judge your potential for success. It should be no more than 30 to
40 pages long. Include only the supporting documents that will be
of immediate interest to your potential lender. Keep the others
in your own copy where they will be available on short notice.
Have copies of your plan bound at your local print shop, or with
a blue, black or brown cover purchased from the stationery store.
Make copies for yourself and each lender you wish to approach. Do
not give out too many copies at once, and keep track of each
copy. If your loan is refused, be sure to retrieve your business
plan. For a more detailed explanation of each section of the
business plan outline, see SBA's publication, How to Write a
Business Plan, which includes step-by-step directions and sample
sections of actual business plans. Also available from the SBA is
a VHS videotape and workbook, The Business Plan: Your Roadmap for
Success.
_________________________________________________________________
APPENDIX C: INFORMATION RESOURCES
U.S. Small Business Administration (SBA)
The SBA offers an extensive selection of information on most
business management topics, from how to start a business to
exporting your products.
SBA has offices throughout the country. Consult the U.S.
Government section in your telephone directory for the office
nearest you. SBA offers a number of programs and services,
including training and educational programs, counseling services,
financial programs and contract assistance. Ask about
     *     SCORE: Counselors to Americas Small Business, a
           national organization sponsored by SBA of over 11,000
           volunteer business executives who provide free
           counseling, workshops and seminars to prospective and
           existing small business people.  Free online counseling
           and training at www.score.org.
     *     Small Business Development Centers (SBDCs), sponsored
           by the SBA in partnership with state governments, the
           educational community and the private sector. They
           provide assistance, counseling and training to
           prospective and existing business people.
     *     Womens Business Centers (WBCs), sponsored by the SBA
           in partnership with local non-government organizations
           across the nation. Centers are geared specifically to
           provide training for women in finance, management,
           marketing, procurement and the Internet.
For more information about SBA business development programs and
services call the SBA Small Business Answer Desk at 1-800-U-ASK-
SBA (827-5722) or visit our website, www.sba.gov.
Other U.S. Government Resources
Many publications on business management and other related topics
are available from the Government Printing Office (GPO). GPO
bookstores are located in 24 major cities and are listed in the
Yellow Pages under the bookstore heading. Find a Catalog of
Government Publications at http://catalog.gpo.gov/F
Many federal agencies offer Websites and publications of interest
to small businesses. There is a nominal fee for some, but most
are free. Below is a selected list of government agencies that
provide publications and other services targeted to small
businesses. To get their publications, contact the regional
offices listed in the telephone directory or write to the
addresses below:
Federal Citizen Information Center (FCIC)
Http://www.pueblo.gsa.gov
1-800-333-4636
The CIO offers a consumer information catalog of federal
publications.
Consumer Product Safety Commission (CPSC)
Publications Request
Washington, DC 20207
http://www.cpsc.gov/cpscpub/pubs/pub_idx.html
The CPSC offers guidelines for product safety requirements.
U.S. Department of Agriculture (USDA)
12th Street and Independence Avenue, SW
Washington, DC 20250
http://www.usda.gov
The USDA offers publications on selling to the USDA. Publications
and programs on entrepreneurship are also available through
county extension offices nationwide.
U.S. Department of Commerce (DOC)
Office of Business Liaison
14th Street and Constitution Avenue, NW
Washington, DC 20230
http://www.osec.doc.gov/obl/
DOC's Business Liaison Center provides listings of business
opportunities available in the federal government. This service
also will refer businesses to different programs and services in
the DOC and other federal agencies.
U.S. Department of Health and Human Services (HHS)
Substance Abuse and Mental Health Services Administration
1 Choke Cherry Road
Rockville, MD 20857
http://www.workplace.samhsa.gov
Helpline: 1-800-workplace. Provides information on Employee
Assistance Programs Drug, Alcohol and other Substance Abuse.
U.S. Department of Labor (DOL)
Employment Standards Administration
200 Constitution Avenue, NW
Washington, DC 20210
The DOL offers publications on compliance with labor laws.
U.S. Department of Treasury
Internal Revenue Service (IRS)
1500 Pennsylvania Avenue NW
Washington DC 20230
http://www.irs.gov/business/index.html
The IRS offers information on tax requirements for small
businesses.
U.S. Environmental Protection Agency (EPA)
Small Business Ombudsman
1200 Pennsylvania Avenue NW
Washington, DC 20480
http://epa.gov/sbo
Hotline: 1-800-368-5888
The EPA offers more than 100 publications designed to help small
businesses understand how they can comply with EPA regulations.
U.S. Food and Drug Administration (FDA)
5600 Fishers Lane
Rockville MD 20857-0001
http://www.fda.gov
Hotline: 1-888-463-6332
The FDA offers information on packaging and labeling requirements
for food and food-related products.
For More Information
A librarian can help you locate the specific information you need
in reference books. Most libraries have a variety of directories,
indexes and encyclopedias that cover many business topics. They
also have other resources, such as
     *     Trade association information
           Ask the librarian to show you a directory of trade
           associations. Associations provide a valuable network
           of resources to their members through publications
           and services such as newsletters, conferences and
           seminars.
     *     Books
           Many guidebooks, textbooks and manuals on small
           business are published annually. To find the names of
           books not in your local library check Books In Print,
           a directory of books currently available from
           publishers.
     *     Magazine and newspaper articles
           Business and professional magazines provide
           information that is more current than that found in
           books and textbooks. There are a number of indexes to
           help you find specific articles in periodicals.
     *     Internet Search Engines
In addition to books and magazines, many libraries offer free
workshops, free access to computers and the Internet, lend
skill-building tapes and have catalogues and brochures
describing continuing education opportunities.
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