Abstract :
According to one observer, the major difference between surviving and going under is the ability to plan long term, rather than reacting totally to tactical business needs. In reality, both must be observed, and must be congruent to achieve business success. The types of problem encountered range from the strategic to the operational. Two basic approaches are adopted throughout the planning process. The first is to simplify the understanding and decision making needed through the use of concepts which are understood and acted on at the human level. The second is the computational approach, where mental models of the situation either cannot be easily or quickly enough developed to be of use to the planning groups. In the second category lie the more operational aspects, where data is complex, changing and needs a rapid response. As is well known, `no plan survives contact with the enemy´, so that the ability to respond tactically, well and quickly is essential for any customer-facing organisation. Two examples are taken, which serve to highlight the applications of the two approaches
