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Problem solving and decision making both are the processes of operating and running a business successfully. In every organisation various problems regarding conflict among employees, poor customer service, lack of resources etc. may take place and affect the productivity and profitability. It is the main responsibility of the managers and other concerned persons of the business entities to formulate appropriate strategies and make effective decisions in order to find impressive solutions. Proper actions against the issues may result in easy resolutions of the problems (Custers, 2013).
Main aim of this report is to find easy ways for the critical problems of organisation. In this assignment customer service problem of Morrison is going to be elaborated. This organisation is based in UK and founded in year 1899. It is one of the largest supermarket chain of UK. Various topics are discussed under this report such as identification of a complex problem, analysis of information of the problem, range of solutions to deal with problems and application of decision making technique to evaluate all the options. A detailed plan for implementing solutions, communication of plan to the stakeholders and appropriate monitoring and review techniques are also covered under this assignment.
1. Explanation of complex problem in the workplace including its scope and impact
Morrison is a supermarket chain which is based in UK and currently operating its business successfully there. The organisation was founded in year 1899. The person who have founded Morrison is William Morrison. The business of the entity is operated by more than 132000 employees with around 500 stores all around the world. Products that are offered by the enterprise are food and drink items, clothes, books, CD, DVD and magazines. Recently, the managers of Morrison figured out that their revenues are decreasing due to reduction in number of customers. The main problem which has resulted in different types of issues is poor customer services (Davis, 2014).
The problem has taken place due to lack of customer assistants in the supermarkets. The customers who are coming to buy products in the organisation have no person to ask about the products and the details. There is insufficient number of employees in the organisation who can resolve all the queries and issues of the consumers. It has resulted in poor customer services and decreased profits and revenues of Morrison.
Scope of problem:
The scope of this problem is wide because it will affect the whole organisation. Overall profitability, productivity, market share, number of customers etc. are affected due to poor service quality of Morrison. Due lack of customer assistant, it will result in higher customer’s issues and decreased satisfaction level with the service quality (Hickson and Khemka, 2013).
Impact of the problem:
Insufficient number of customer assistant will affect the organisation negatively. All the impacts of the problems are described below:
- Reduction in the number of customers as they are not satisfied with the service delivery system of Morrison.
- A bad market image because the unsatisfied customers will leave their feedback on poor service quality.
- Decreased market share as customer will switch to other organisations as the service delivery system is not good.
- Poor service quality of Morrison also affects the profits and revenues as the organisation will not be able to achieve the targeted profits if the customers are unsatisfied.
The main objective of the company after assessing the problem is to make effective decisions in order to find appropriate solutions for the problem. The managers and directors needs to gather appropriate resources to overcome the issue of insufficient customer assistants.
2. Analysis of information on the identified problem
In Morrison the managers are concerned about the decreasing revenues which has resulted due to lack of customer assistants. It is very important to make decisions that can help to find impressive solutions for the problem. The management of the organisation is requiring to analyse all the relevant information to identify case of the problem. This will guide to make appropriate decision regarding the issues (Higgs and et.al., 2018). The information can be gathered by using different types of techniques all of them are as follows:
It can be defined as a group activity in which causes and solutions for a specific business problem are analysed. This technique can be used by the managers of Morrison in order to gather information of the problem of insufficient customer assistants at workplace. In this technique different employees of Morrison will try to figure out the causes of the issue and then try to find solution for the same.
This technique is used to analyse the problem and than find appropriate solution. As Morrison is dealing with the problem of poor customer service quality the mangers can use this method to analyse the actual issue and then find appropriate solution for those problems (Hwang and Lin, 2012).
This method is mainly used to find easy solutions for critical problems of organisations. Management of Morrison can use this technique to analyse appropriate solution for the issue which is currently affecting profitability, productivity and performance of business entity.
All the above described techniques can be used to gather information of the problem and find appropriate solutions. These methods may guide managers to figure out following information:
- The conditions that have resulted in critical problems.
- The wrong steps that are taken by the organisation and the result of each decision.
- Causes of the issue which has resulted in insufficient number of customer assistants.
- Possible actions to be taken in future in order to respond the problem in an effective manner.
The methods are going to be used to analyse different types of information which has resulted in the problem of insufficient number of customer assistants. It will help to determine the actual causes of the problem such as unstable staff turnover, decreased employee retention rate, lack of monetary benefits to the employees according to their performance. It will also direct to assess the wrong actions that are taken by the mangers in past which has resulted in the problem of insufficient number of employees.
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All the information can be used to make impressive decisions by the management. These decisions may help to overcome the critical situation which is faced by Morrison. The information collected from these techniques is very important as it can help to find effective solution for the problem. If the collected content is not relevant and accurate then it can misguide the managers and wrong decision can be formulated by them (Jonassen, 2012). Information is the combination of data which can be gathered by analysing performance and position of the business entity. Difference between information and data is a