Decision-Making Scenario Imagine that you have been put in charge of public rela

Question

Decision-Making Scenario

Imagine that you have been put in charge of public relations (including social media) for your company, Happy Times Bounce Houses. A tweet is sent out by someone claiming to be a parent, and the tweet states that his or her child was injured on your equipment at a birthday party. Your company is tagged on this tweet. Within an hour, 20 other people have commented on the original tweet. Three comments say that their children were also hurt. The 17 other comments basically sympathize with the original tweet and ask for the company to do something about their faulty equipment.

How would you handle the scenario described above? First, apply rational decision-making to the scenario, and describe in detail what that plan would look like and what you believe the results might be. Next, apply an alternate plan of action to the aforementioned scenario, and describe in detail what that would look like and what you believe the results might be. Finally, compare the two methods, and explain which you think is the better method for this situation.

Explanation / Answer

Decision Making Scenario

Decision asking process is the process in a manager has to take the business decision, against a business problem in the organization, in such a way that it will give the required result/resolve the problem properly without resulting in other consequential problems.

The decision making process can be in two ways – the rational way and the intuitive way. Both the directions are important as both have major contribution in decision making process.

Generally the decision making process runs in six steps as below.

Here in this case of Twitter issues of complaining about a child is injured in birthday party with the company equipment and supported by other people & additional claims were raised by some more people who’s people are also injured with this particular equipment. Lets run this with decision making process of six steps as below,

1.      Define the problem – Children are injured on their birthday, by the company equipment, as per twit by consumer and later 3 more consumers claimed additionally.

2.      Determine criteria – the criteria could be here as

a.      The equipment should not injures people

b.      Affected people needs to be supported financially/emotionally as per company policy

3.      Evaluate the Criteria – Here we can evaluate the criteria and will ensure that this criteria should not have adverse effect as below

·        The criteria should not have adverse effect on the consumers – reasonably as well as intuititionally.

·        The criteria should not have multiple implications to the consumers as well as to the organization.

·        The criteria should not have adverse financial impact on the organization

·        The criteria should meet the consumers expectations

·        The criteria should not have adverse effect on the company brand.

In this case company has the social support process along with third party insurance process to support the victim, hence we can go ahead with this criteria.

4. Develop solutions for the problem – here we need to develop the available decision solutions for the stated problem.

1.      Solution -1 : Provide financial support to the victims only

2.      Solution -2 : Provide complete care – Hospital support, financial support, emotional support to all the four victims

5. Rate the solutions – Here we need to rate the solutions to choose the best solution so that we can meet the recover the victim with keeping the company expense minimum, refer the below

310

6. Choose the Best Solution – In this step we need to decide the best solution for this problem. Hence Solution 2 is the best solution as it has highest rating against the criteria.

Selected solution : Solution 2 - Provide complete care – Hospital support, financial support, emotional support to all the four victims.

This solution is better because it covers the minimum financial solution along with minimum care in hospital which reflects a very positive company image among the victims and in the market. This looks reasonable as well as intuitive decision, with having no major adverse impact on the organzation.

Rating Criteria Weightage Solution -1 Financial Support Solution 2 - Complete Care Meet Company Criteria 10 7 9 Reasonable Decision 8 6 9 Intuitive Decision 9 3 8 Improves Company Brand 6 7 8 Adverse impact on Company 7 6 4 Total 229

310

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