In this discussion, written initial post For this discussion board, choose an organization

• Compare and contrast utilization of the Balanced Scorecard and Category 7 (Performance Measurement) of the Baldrige Criteria in your organization (see Chapter 12 for more information).
• If you had the ultimate say in which method would be used, which would you choose and why?
• How can analytics and big data (chapter 12) assist the leadership team in making performance management decisions?

Evans, J. R., & Lindsay, W. M. (2019). Managing for quality and performance excellence. South-Western College.

These two chapters cover the core of organizational adaptability and survivability - Strategy and Strategic Planning and the data supporting this process.

• Chapter 11: Strategy & Performance Excellence
• Chapter 12: Measurement and Knowledge Management for Performance

Articles, Websites, and Videos:

Breakdown of Large Language Models (LLMs) and their possible impact on customer service jobs.

• Daugherty, P. R., Wilson, H. J., & Narain, K. (2023). Generative AI will enhance -- not erase -- customer service jobs: Companies should start looking now for creative ways to tap the power of human-machine collaboration. Harvard Business Review Digital Articles, 1-8.

Creative work such as digital art and video has traditionally been limited to those whose talents have been developed enough to create such content. AI tools are changing that.

• De Cremer, D., Bianzino, N. M., & Falk, B. (2023). How generative AI could disrupt creative work: Three scenarios -- and how to navigate them. Harvard Business Review Digital Articles, 1-9.

Sales is an integral part of business. As such, the ripple effect of Generative AI could very well have far-reaching effects.

• Sinha, P., Shastri, A., & Lorimer, S. E. (2023). How generative AI will change sales. Harvard Business Review Digital Articles, 1-7.

It is easy to get caught up in the hype of new technology. As we have covered in previous units, AI is far from perfect. This article warns against over-reliance on such technology.

• Britt, P. (2023). AI is not the cure-all for customer service woes: Forrester warns companies against relying too heavily on generative AI alone. CRM Magazine, 27(4), 8-9.

The origins of Generative AI go back much further than most people realize.

• Generative AI: A paradigm shift in enterprise and startup opportunities. (2023). CIO (13284045), N.PAG.

Generative AI is prone to mistakes. Exclusive reliance on such technology is ill-advised. This audio/HTML document discusses possible pitfalls in the IT industry.

• Schuman, E. (2023). Generative AI is about to destroy your company. Will you stop it? If coders lied as often as ChatGPT, they would be fired immediately. Stunningly, some enterprise execs seem to be just fine with that -- as long as AI continues to code quickly and for so little money. Computerworld (Online Only), 1.

The SWOT Analysis is a key tool in Strategic Planning. This video explains this important topic.

• Films Media Group. (2019). SWOT analysis [Video]. Films On Demand.

Supplemental Resources:

The PESTLE analysis is another tool in an organization's strategic toolbox. This system involves analyzing the political, economic, social, technological, legal, and environmental/ethical factors that affect the organization.

• Films Media Group. (2019). PESTLE analysis [Video]. Films On Demand.