Decision-Making

Decision-Making Model

Guillermo Macias

MGT / 350 Critical Thinking Ð'- Strategies in Decision-Making

Ernesto Escobedo, Jr.

March 4, 2005

Abstract

Critical Thinking has played a major role in life, ever since the dawn of man in early civilization. Since then, man has constituted their own actions and beliefs through a series of evidential events throughout the course of our history. This is evident through ancient paintings, drawings such as hieroglyphs and the anthropological diverse language findings. In all cases, people make everyday personal decisions, which ultimately affect how they live. Cultures throughout the world share similarities ranging from finding food and shelter to having children and raising them. Although some cultures are more advanced than others technologically, it is important to understand how to try and think outside the "box" in any given situation. Guillermo Macias recently used a Decision-Making Model to isolate and overcome a problem that had occurred at work. This model uses Framing, Deciding, Communicating, Implementing, and Evaluating to overcome and resolve problems.

Decision-Making Model

Problems arise everyday and some people struggle to resolve them; a simple reason could be that some people might avoid using or are not aware of Decision-Making Model's. These models have a useful purpose and can have a positive long-term effect for an individual who uses them. Although these models are and have always been available, it ultimately comes down to the individual person and whether or not they choose to use them.

Guillermo Macias is employed at ABC Lock and Key and like many people, has seen his share of problems in the workplace. He has attempted to overcome simple and complex problems that have been difficult to resolve. For example, customer service and relationshipsÐ'--it can at times be the hardest situation to resolve, especially when a customer is upset with the service that was provided to them.

Recently a customer walked into ABC Lock and Key and requested to have a key duplicated. After duplicating her key, she left the shop to try her key at home. She called back and complained that her key was stuck in her door lock.

When keys do not work ABC provides a key guarantee and it explains "if a customer has a problem with a newly cut key from our store, we will go out to the house and check it at no charge".

The customer at that point was still upset as we explained our key guarantee over the phone. ABC attempted to resolve the issue without becoming upset because of the profanity she was screaming. She finally agreed that she would wait for our call and hung up the phone. An hour passed and ABC called her to let her know that a service truck was available and on they're way to correct the key problem.

When Guillermo arrived to correct the key problem, he noticed the key was not completely in the lock cylinder and was sticking out of the lock about half ways. The key was stuck and could not be removed. Guillermo asked if her original key worked fine and her response was, "of course, you think I am an idiot". Guillermo explained, "she was not an idiot and that he was just trying to assess the situation to resolve the problem". After carefully examining the problem, Guillermo found that the customer had duplicated the wrong key and she apologized for being so rude.

Guillermo