Case Interview Prep

Answer: A - The request of Michael was not specific enough. Instead of stating that he needs to improve his customer relations score, he should have been instructed to improve it by 5% or by 100 points.

Key Takeaway: When providing instructions for employees, managers should follow the “SMART” objective principles and provide specific, measurable, achievable, relevant, and time-framed instructions. To ensure that an instruction is specific, it should often include details of what is required (and be numeric if possible).