For a business to succeed, it must plan. Planning is very important whether it is hiring a new employee or planning for the next five years. Since Amazon is a Fortune 100 company, it must have good planning. Setting specific goals and how to achieve them can be very difficult. According to Keblis and Chen (2006), Amazon's previous scheduling approach for contact centers was a very long process that only took about a week. Amazon realized they needed help planning to set goals and achieve them, so they reached out to Keblis and Chen to help them improve their customer service and planning process. With their help Amazon found a solution to their scheduling problems. The new scheduling approach provided to Amazon.com helps them determine the peak times when contact centers are used. This allows Amazon to plan for times when they will have more customers using contact centers. Because they will be better prepared for the spike in contact center usage, they will have the means to achieve the goal of improved customer service. To create a plan that works, it is useful to set a SMART objective, that is, a specific, measurable, achievable, realistic and timely objective. If you create a goal with these five simple guidelines, the goal will be much easier to achieve