3.1. PCMAC model for competitive intelligence 26

8.1. Matrix for SWOT analysis 122

8.2. Scenario planning at a public library 124

8.3. Matrix for impact analysis 126

8.4. Example of a template for review of the business: overview 128

8.5. Example of a template for review of the business: single services 129

8.6. Example of a spider diagram 132

8.7. Matrix for benchmarking 134

3.1. Summary of pitfalls and tips 35

4.1. 4.1 Windows of knowledge 46

5.1. Business plan activities and schedule 81

6.1. Pitfalls and tips: measuring and evaluation 97