Decision Making2docx

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Decision making is a part of our daily lives. We tend to make decisions

which may be big or small but they surely impact on us. In organizations decisions

are commonly made by managers or the higher authorities of the organizations. It

is rightly said that decision making is the essence of management. Managers not

only make big decisions but also make normal routine decisions such as who is to

work in which shift and what job is to be done at what time. Decisions are made

especially when there is a problem between what is desired and what the

situation at present is. It is not always necessary for a problem to be major or

extreme for it to be considered a problem.

PROBLEM

A problem is an obstacle which makes it difficult to achieve a desired goal,

objective or purpose. It refers to a situation, condition, or issue that is yetunresolved. In a broad sense, a problem exists when an individual becomes aware

of a significant difference between what actually is and what is desired. Or on the

other hand we can say any question or matter involving doubt, uncertainty, or

difficulty.

DECISION MAKING AND PROBLEMS

Managers in all sorts of organizations have to face different kinds of

problems for which they are to make the proper and reasonable decision.

Depending on the nature of the problem the manager is responsible for making

the correct decision.


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We visited the Deputy Director of Sales, Ahmad Salman at HOLIDAY INN, Lahore.

He was kind enough to give us a little time for our questions regarding the two

types of decisions and problems. We asked about structured problems and

programmed Decisions and also unstructured problems and Non-programmed

Decisions with examples.

COMPARASION BETWEEN STRUCTURED AND UNSTRUCTURED PROBLEMSCOM

STRUCTURED PROBLEMS

As we know, that structured problems are those problems which occur

frequently, are familiar and easily defined. For these types of problems manager

is to take programmed decisions to solve the problem. Programmed decisions are

made in routine, repetitive, well-structured situations with predetermined

decision rules. These may be based on habit, or established policies, rules and

procedures and stem from prior experience or technical knowledge about what

works or does not work in a given situation.


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According to the Ahmad Salman, he shared a few structured problems with us

that he has to face being at his position. One of which is the is the parking space.

The present parking location is not within the building due to lack of space. The

parking space is a little away from the building and within a limited area.

Customers face problems in parking due to little space and find it to be

inconvenient to walk the distance to the building. This has become a structured

problem for Holiday inn most recently. To solve this problem they have allocated

another vacant area for parking purpose and provide their visitors help with the

handling of their luggage from the parking to their rooms. This is a rule that is

defined, so that the customer doesnt they hope to solve this problem soon but

until then they are doing whatever they can possible.

These are the basic two examples of structured problems faced by the manger at

Holiday inn. These are the limitations faced within the property.

PROCEDURE

Procedure is a well established method or sequence of doing something

correctly. In other words a well organized manner of doing something.

BOOKING OF ROOMS

They have a full sequential procedure for the booking of the rooms, first of all

they give information of the rooms available, tell the categories of the rooms,

show pamphlets and latest deals and packages available to the customer, after

the selection of the rooms they ask their customers to fill out a form, so that they

can utilize the information at the time of need, then they help the customer with

his luggage and guide them to their rooms. There they are asked if they need any

further assistance and the customer is left to enjoy its stay there. Last but not

least, at the time of checking out they provide customers comment pages so that

customers can point out the lacking points, which they can improve and they also

help in carrying the luggage out to their vehicles for the convenience of the

customer.


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BOOKING OF BANQUETS OR HALLS

Holiday Inn arranges for functions such as weddings, gatherings, meetings and

any other function on the demand of the customer. They have a really easy and

quick process made easy and convenient for the customers. First they ask thenumber of per heads attending the function. Then they ask they would like to be

served 1 dish or more than 1 dish and what type of food should be served and

which type of sweet dish should be offered. Also they are ask how long you would

need to book the hall for and the timings for the booking. They also offer for

decorations of the stage and the hall, but they would be charged separate for that

if desired. Holiday Inn also provides transport cars if needed by the customer for

pick and drop services. Any other arrangements are provided as required by the

customer. Then you are asked to fill out a form and pay in advance the charges.

They try to fulfill all your needs to every extent and offer the best service possible.

RULE:

Rules are said to be principles governing a conduct or we can say an authoritative

principle set forth to guide behavior or actions.

UNIFORM RESTRICTION

At Holiday Inn there is a rule that employees are not allowed without proper and

formal uniforms, they have strict restrictions against that. They dont allow

workers to work in formal dresses, and simply ask them to leave.

OUTSIDE FOOD IS NOT ALLOWDED

At Holiday Inn they dont allow customers to bring food from outside, because

they offer every type of food. This can attract the attention of other customers

and their offerings wont be given values. Holiday Inn has offers a wide range ofmeals, snacks, beverages, and appetizers.

SMOKING AREA

They have specific areas where smoking is allow for the conformability of the

customers. There are No Smoking areas where smoking is prohibited such as the


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restaurant and eating area, in the parking area, in the lobby and in the meeting

rooms.

POLICY

Policy is a course of action. Also said to be a program of actions adoptedby a person, group, or government, or the set of principles on which they are

based

Holiday Inn adopts to the policySIT BACK AND FEEL FREE

to full fill all the needs of their customers, this policy clearly states that Holiday

inn will provide you with everything you need and you just need to enjoy your

stay there.

The offer maximum facilities, such as:

1. They provide customers the facility of rent a car just by a call.2. They are equipped with Wifi technology3. They also arrange on the demands of the customer; like if someone would

like to book a room while out of country or before their arrival

4. They provide fresh and safe edibles for their customers.Another well known policy is:

OUR REALLY SALES STARTS, WHEN OUR CUSTOMER SAYS NO!!

The team at Holiday Inn has very positive thinking, for example if their customer

neglects them they take it in a very positive way. They try to find out why the

customer rejected them and begin to improve on that point. Improving day by

day is their job and to meet the needs of their customers is their achievement.

UNSTUCTURED PROBLEMS

Unstructured problems are those problems which occur rarely, such problems may

be solved 100%, are time taking, need examination ability and creativity.

SOLUTION OF UNSTRUCTURED PROBLEMS

1% solution may be have 100% solution


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Every organization, big or small is likely to face unstructured problems. These types of

problems are not predefined hence no solution is determined beforehand. HOLIDAY INN

has also faced a few unstructured problems; Sir Ahmad told us that these kinds of

problems are basically subjective. He told us about various problems which they have

faced, few of them are:

SETUP PROBLEM ELECTRICITY PROBLEM SECURITY PROBLEMSETUP PROBLEM

Last year they arranged a formal workshop for their client, they were told by their

client to serve refreshments at 2 oclock, because the workshop was scheduled from 12

to 2pm, but unfortunately the workshop ended before time nearly about 12:30pm.The

clients guests began to leave without refreshments, so the client asked for the

refreshments to be served immediately. Due to the time margin the food was not

prepared that early, the managers were facing a critical situation because food could

not be prepared and served on such a short notice. Food is cooked and prepared and

served on customers demand. Although this situation was very unusual for them,

managers analyzed the situation and requested the chef to cook and prepare the meal

at 1 oclock, and requested their client to co-ordinate with them. At last therefreshments were served at 1 o clock. This was one of the very uncommon problems

for them which occurred for the first time, but the managers were able to examine the

circumstances and come to a solution.

SECURITY PROBLEM

Another example of unstructured problem for Holiday Inn was security, it was a

great advantage for Holiday Inn to be at road side, but when the country faced various

security problems in the last 3 years, people looked for safe and secure places to stay.

So it was very huge problem for them, and it was a big task for them to overcome, in

unstructured problems we cannot give our 100%, we can solve it maximum. So they

worked upon it and tried to arrange maximum security, they have built the higher walls,

ramp parking was removed, sniffer dogs were arranged, they placed in bullet proof glass


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for windows and anti shelters film so that they can provide their customers with the

best security.

GENERATOR PROBLEM

They said that another major problem was generator, they dont have backupgenerators but now they are in the process of installation, load shading was such a big

problem due to that they faced fluctuation of electricity which make their customers

unsatisfied and uncomfortable, so they have arranged for big generators, which work on

gas, petrol and also on self generation.

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