Decision making process involves analytical and systematic approaches that utilize logic and considers all data and possible alternatives (Render, Stair, & Hanna, 2012). Utilizing the six steps of decision making favorable and sometimes unexpected outcomes occur, however if the process by which the decision was made was created with the six steps then the outcome favorable or not is likely a good decision (Render, Stair, & Hanna, 2012). The six steps involved in decision-making are:
Define the problem
List possible alternatives
Identify possible outcomes
List combination of alternatives and outcomes
Select a mathematical decision theory model
Apply the model and make a decision
This six step process of decision making addresses all possible alternatives, possible outcomes, and the relation of grouping of alternatives to outcomes creating a thoughtful and logical process of decision-making. In taking the necessary steps to thoroughly address all possible alternatives and outcomes, this particular decision-making methodology increases potential for favorable and always logical outcomes.
In a recent circumstance I utilized the decision-making process and identified a gap in my team’s operations specific to production related responsibilities. As a result I brainstormed for possible alternatives and outcomes and determined that I needed assign specific people to specific tasks based on productivity stats from previous months. I determined several possible alternatives and identified multiple individuals who would best fit the business need and meet productivity goals for certain tasks. The solution was that I assign a specific person to specific tasks and in some cases utilized the backup persons to cover in case of outage. In the beginning stages the solution produced favorable outcomes but after time, due to loss of employees to promotions and or reassignments, the gap in personnel coverage was greater then when I started the process therefore creating a greater loss in productivity and efficiency. In my decision-making process I created alternatives and outcomes for filling in gaps with identified personnel however did not identify alternatives and outcomes of potentially losing employees and having to backfill in addition to training other employees to fill in gaps. I believe the outcome occurred as a result of not looking at other variables including retention and attrition of employees given the nature of a call center and frequent turnover. In future circumstances I have since planned to always have multiple backups spread out across various teams rather than having backups on just one team. This strategy has enabled me to fill in gaps in a timely manner without disrupting operational flow and having to take extra time to train other employees.