1. (Jane Lu, Michel Kreidi, Glen Goldman, Mihai Maicaneanu.) First, explain how well or how poorly USAA followed the 6-step planning process described in class. Second, explain whether you believe USAA did a good job or poor job of IS planning.

2. (Mireille Nguyen, Karim Samaali, Olivier Charbonneau, Sami Rejeb.) First, state your definition of IS planning. You may base your definition on what you learned in class or read in the textbook; you may also be creative and offer a definition that varies from what you learned in class or read in the textbook. Second, identify lessons of what USAA did correctly with regard to IS planning; for each such lesson that you identify, explain how this lesson might apply to how I.S. planning could have benefited Citibank Brazil.

3. (John Alexander, Danny Wong, Stuart McLean, Todd Savage.) First, state your definition of IS planning. You may base your definition on what you learned in class or read in the textbook; you may also be creative and offer a definition that varies from what you learned in class or read in the textbook. Second, of the following companies in the cases we have already covered in this course, identify the one that, in your opinion, performed IS planning the most successfully (excluding USAA): Mrs. Fields Inc., North American Operations of Otis Elevator Company, Phillips 66, Beta Consulting, and Union Pacific Railroad. Justify your answer. Be sure to supply reasons to justify your answer.

4. (Arthur Kah-Git Wong, Kenneth Yau, Maya Chechelnitsky, Abbas Khalil.) "Business process reengineering" (BPR), by whatever definition, neither happens by itself nor naturally evolves, but is a planned and deliberate activity. First, state your definition of BPR. You may base your definition on what you learned in class or read in the textbook; you may also be creative and offer a definition that varies from what you learned in class or read in the textbook. Clearly, USAA reengineered its business processes. To the extent that the case tells us, what did USAA do in order to plan out these changes ahead of time, rather than somehow let them happen naturally or evolve by themselves?

5. (Anh Thi Nguyen, Shayne Mitchell, Scott Godfree, Popi Makris-Lambrinakos.) In class, we discussed "blueprint-oriented planning" and "process-oriented planning." (a) To what extent did USAA engage in "blueprint-oriented planning"? Give examples. (b) To what extent did USAA engage in "process-oriented" planning? Give examples. (c) Of the two types of planning, which one was more important for USAA? Explain.