Some organizational plans that develop are used only once. A single-use plan is a are ongoing, others meet the of a one-time plan that is specifically designed to needs unique situation and is created in to nonprogrammed decisions that managers make. For instance, when Charles Schwab and Company (the discount brokerage com pany) introduced its Internet-based transaction and information services in late 1996, toplevel executives designed a single-use plan to guide the creation and implementation of the new service. In addition, in response to continued intense competitive pressures, Schwab's managers designed a single-use plan to retool the company's customer service area. Part of this plan included a study of fast-food companies such as McDonald's to see how they man-