University Report: BMSW4004 Problem Solving and Decision Making

This report delves into the critical concepts of problem-solving and decision-making, outlining their significance in organizational contexts. It begins by defining complex problems in the workplace, emphasizing their multifaceted nature and impact. A case study of Marks and Spencer is presented, analyzing the company's experiences with poor communication as a complex problem. The report then explores various decision-making tools and techniques, including SWOT and PMI analyses, to evaluate potential solutions. A Fishbone diagram is used to identify the root causes of the chosen problem. The report proposes two solutions, along with an implementation plan and communication strategies for stakeholders. Finally, the report concludes by summarizing the key findings and emphasizing the importance of effective decision-making in achieving organizational goals. The report is a comprehensive exploration of the chosen topic and provides valuable insights into its practical application.

Problem Solving and Decision Making

INTRODUCTION
 Decision making is consider as an act of selecting between one or more alternative. It
provide the choice between wrong and right in order to help for identifying accurate
solution of problem. Decisions are made when there is some problem arise in
organization. Sometimes, decision-making, problem solving are consider as an important
skills for enterprise. It is mainly focused while taking any decision in order to enhance its
quality and also resolve problem effectively.

Define the complex problem in the workplace including its scope and impact.
 Complex problem is difficult to define because multiple people will have differing
opinion, view point about cause, nature and extent of issue. It often that consider social
complexity rather than technical complexity. It makes complex situation and hard to
address. Performance problem and poor communication are considered as complex
problem that directly affects from one employee to entire teams. It is depending on the
main cause, this issues can act like plague that goes through group of team Performance
issue may relate the specific task or even resolve around certain staff member. These are
complex problem for business that can face at workplace.

Background of Marks and Spencer
 Marks and Spencer has established in 1884 by Michael market as a leader which he was
joined by partner Tom Spencer. It is based on the British multinational company that sells
gifts, home furnishing, clothes and food items. It has made itself widely known in UK
with over 450 stores. It is the largest store at Mable Arch, London. In 1975, they had
moved firm to Canada, Europe where they are fully established in global world. St.
Michaels has unlimited tie intervals on the basis of their return policy as long as client
produce a receipt.

Identify the experience with organization
 In my personal experience, I have shared the complex poor communication problem
within M&S. It is to be considered as an effective way to improve the communication
otherwise it is directly affects on the entire business operation and function. I have shared
own idea, belief that M&S is still face problem due to poor communication during project
development. So that organization has made an effective plan to interact with each people
and creating healthy working environment or culture at workplace. As I have understand
that poor communication develop conflicts among multiple team. In this way, it will
require to develop implementation plan for improving the current scenario of business.

Discuss about the decision-making tool and technique
 Decision-making is based on the technique that help for mapping out all possible
alternative in decision. It’s cost as well as chance of failure or success. It mainly provide
the useful application to make right choice by simplifying the decision making process.

SWOT analysis
 Strength
 M&S offering the best quality of product and
service according to latest trends
(Montgomery, 2019).
 They have a strong e-commerce infrastructure
 M&S has highly effective corporate social
responsibility
Weakness
 M&S has poor financial performance that
affects on entire profit margin.
 It is frequently product recall and lead to loss
in the client confidence level.
Opportunities
 M&S has planned to invest in the Indian
marketplace.
 The organization achieve the market position
due to online presence.
 It is simplifying the operating model.
Threats
 The competition level is high.
 It is increasing trends in the clothing space.

PMI Analysis
 Plus: It is enhancing the efficient quality that provide the better quality of product and
service. In M&S, all employee participate on the decision-making process. In order to
resolve the issue or problem in proper manner . An effective facilities are provided by
M&S and focused on the demand of existing client. Various services such as clothing,
groceries provided by M&S at affordable price.

Cont.
 Minus: In effective policies, procedures and strategies directly affects on the M&S
operation which are not guided properly. So as need to improve the performance of staff
members to make them more efficient or skilled in order to compete in competitive
marketplace.

Identifying root cause of chosen problem by using Fishbone analysis technique.
 By using Fishbone diagram tool that keep team focused on the cause of poor
communication such as fear among team members, confusion, misaligned expectations
and dissatisfaction.

Evaluate the both of proposed solution and Proposed two solution to resolve impact of
complex problem
 Obtain data by conducting survey: It is one of most effective way to get attention of
senior manager and other technicians within M&S. they can obtain the sufficient amount
of data or information by survey. It will help for identifying the communication problem
that need to work on as uncover solution. This solution provide the facility to identify the
behavior of team member. It can improve by an effective communication for establishing
good relationship between manager and team members.

Implementation plan
Tasks Description Start date Time intervals
Planning
activities
It will focus on the
planning activities to
identifying essential
resources,
equipment’s.
4-4-2020 3 Days
Evaluation It is mainly focused
on the business
operation to conduct
new program, service
which help for create
opportunities in
terms of business
improvement.
7-4-2020 5 days