BMSW4004: Problem Solving and Decision Making Report - M&S Analysis

This report provides a comprehensive analysis of problem-solving and decision-making in a workplace context, using Marks and Spencer (M&S) as a case study. It begins by defining complex problems, such as poor communication and performance issues, including their scope and impact. The report then provides background information on M&S, followed by a discussion of decision-making tools and techniques like SWOT and PMI analysis. The core of the report involves identifying the root causes of communication problems using the Fishbone analysis technique. Finally, it evaluates proposed solutions, formulates an implementation plan, and outlines communication and review plans for stakeholders to address the identified issues and improve overall business operations within the organization.

Problem Solving and Decision
Making
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Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Define the complex problem in the workplace including its scope and impact..........................3
Background of Marks and Spencer..............................................................................................4
Identify the experience with organization...................................................................................4
Discuss about the decision-making tool and technique...............................................................4
Identifying root cause of chosen problem by using Fishbone analysis technique.......................6
Evaluate the both of proposed solution and Proposed two solution to resolve impact of
complex problem.........................................................................................................................8
Implementation plan....................................................................................................................8
Communication plans for stakeholders.......................................................................................9
Review and Monitoring Plan.....................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
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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. Marks and Spencer is a major multinational retailer that specialise in selling cloth,
home product and other food item. The documentation will discuss about the complex problem
at workplace which may include its scope and impact. Furthermore, it will understand the
concept of decision-making tool that help for identifying solution. The report is mainly focused
on the root cause of problem by using Fishbone analysis technique in order to propose the better
solution.
TASK
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 (Adair, 2019). 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.
Another complex is poor communication skill that affects on the organization culture,
environment. It is also increasing the stress level among employee within M&S. A poor
communication limits the business ability to optimise overall performance. The specific negative
effects of communication complex problem include limited staff member engagement,
uncertainty and ineffective customer interaction (Funke, 2019). Sometimes, poor
communication can be relates to the employee performance which increase the common risk in
business project. It happen when unauthorised changes are made to approved scope of particular
project. For Example- M&S is still struggling with problem of poor communication that has
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developed situation of conflicts among employee at workplace. It is directly affecting on the
entire business profit margin
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 (Julita, Darhim and Herman, 2020). St.
Michaels has unlimited tie intervals on the basis of their return policy as long as client produce a
receipt. It is mainly used the return policy which always providing the better service to potential
customer. In some situation, M&S had faced the problem as their profit rate decreased because it
has increasing the cost by using suppliers. Furthermore, M&S did not accept the credit and only
except store cards. During downturn period. M&S refused to budge in switching to overseas low
price suppliers.
In 2001, M&S has seen the drastic change in their business while accepting the credit and
also introducing new range of services in global marketplace. It can be used the re-engineering
concept within business model, strategy, redesigning as well as restructuring of different stores.
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 (Maggetti and Trein, 2019). 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.
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SWOT analysis
It is based on the comprising factors influencing the external as well as internal analysis
of M&S. it can be represented in the form of matrix. In order to identify their strength, weakness,
threat and opportunities.
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.
Table: 1
PMI Analysis
It stands for Plus, Minus and interesting. It is the most effective tool for purpose of
brainstorming, decision making. It always encourage the M&S to examine the concept, idea and
experience.
 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 (Okes, 2019). 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.
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 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.
 Interesting: it is related to the concepts, creative ways that can be implemented in order to
seek out of effective solution (Silva Mangiante, Carpenter and Robichaud, 2020). It
stated that innovative and effective technique that can be used by M&S. the company will
organise training program, campaign that must be conducted in the organization. It is also
increasing the communication, confidence and participation level of staff member.
Identifying root cause of chosen problem by using Fishbone analysis technique.
Root cause analysis is based on structured team process that assists in identifying
underlying factors or cause of an adverse event or miss. In order to understand the contribution
factor or case of system failure that can develop action or sustain correction. Cause and effects
diagram is called as fishbone which help for in brainstorming to identify possible cause of
problem and in sorting idea into proper manner (Silva Mangiante, Carpenter and Robichaud,
2020). Fishbone technique is way to visualise at cause and effect. It can be designed in more
structure format for identifying causes. The problem of effect is mainly displayed at the head or
mouth of fish. It can be possible while contributing causes.
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.
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In M&S, Fishbone diagram is mainly used to identify the information about the business
operation whereas categorise agreed upon by team. Each and every category is explored but team
members are not identifying problem in each categories. It should be investigation about the
witness, background, location and time of fall due to poor communicatiuon.
The root cause of event which underlying process and identifying poor communication
problem. In this way, M&S use this technique to identify root cause of poor communication.
Evaluate the both of proposed solution and Proposed two solution to resolve impact of complex
problem
It has been proposed two solution that resolve the impact of poor communication in the
organization. In order to improve the communication among employee at workplace.
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 (Silva Mangiante, Carpenter and Robichaud, 2020). 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.
Schedule regular time-intervals: when a problem occurs due to poor communication in the
organization. In this way, it has been proposed the solution to regular maintain schedule and
briefly describe the problem. In most cases, it is list of few possible consequence which directly
affecting on the entire business profitability and productivity. Furthermore, it also understands
that M&S allows to set significant priorities on the particular project. This solution will help for
organization to reduce the complex problem while creating an effective environment at
workplace. In this way, each and every employee can share their opinion or view point on the
particular project.
Implementation plan
This plan is mainly summarised the major action that require to implement proposed
solution against poor communication problem within organization.
Tasks Description Start date Time intervals
Planning activities It will focus on the
planning activities to
identifying essential
4-4-2020 3 Days
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resources,
equipment’s.
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
Execute proposed
solution
It will apply the
solution for reducing
the complex problem
of poor
communication with
organization.
13-4-2020 10 Days
Improve complex
issue (Poor
communication)
Afterwards, it will be
examined the accurate
result or outcome of
solution.
24-4-202 5 Days
Table: 1
Communication plans for stakeholders
After implementing the process, it can be evaluating the communication idea, progress and
changes to multiple stakeholders. It will be considered as critical part of success. In order to
address proposed changes and their impact within organization.
S.No. Stakeholder group Communication
required
Frequency Communication
format
1) Government It will receive the
update on
Bi-monthly Scheduled meeting
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business progress,
timeliness and
also identified
risks.
It provides
feedback on the
program direction
and identifying
need of budget.
2) Behavioural
potential client
Receive
information on
the business and
identifying
system process.
It provides the
input on service
As needed Official website,
document that can be
distributed.
3) Mangers Receive
information or
data on pending
changes in
business services.
The
responsibilities
that provide
service and
impact on the
long-term and
short-term
operations.
Meeting as
required
discussion
Workgroup meetings,
emails
Table: 2
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Review and Monitoring Plan
In this report, it ensure that identified appropriate level of communication and management
take place through implementation process. In order to monitor the active process that should
easily maintained and regularly update communication. In this way, it can easily monitor and
review the coordination between staff member within organization. Sometimes, it is very
difficult to handle the complex problem because entire business operations depend upon the
communication (Silva Mangiante, Carpenter and Robichaud, 2020). That’s why, complete
understanding towards objective which only possible through an effective communication. In
additional, it is tracking against the plan by using simple structure to clearly and quickly express
progress. Furthermore, it provide the standards of measurement for outline the implementation
plan.
CONCLUSION
From above discussion, it concluded that Decision making is based on the process of
choosing the option between one or more alternative. It provide the choice between wrong and
right in order to help for identifying accurate solution of problem. It has summarised about the
complex problem at workplace which may include its scope and impact. Furthermore, it can be
build an understanding towards the concept of decision-making tool that help for identifying
solution. The report is mainly focused on the root cause of problem by using Fishbone analysis
technique in order to propose the better solution.
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REFERENCES
Book and Journals
Adair, J., 2019. Decision Making and Problem Solving: Break Through Barriers and Banish
Uncertainty at Work. Kogan Page Publishers.
Funke, J., 2019. Complex problem solving in search for complexity. Journal of Dynamic
Decision Making, pp.10-1.
Julita, J., Darhim, D. and Herman, T., 2020. Mathematical Strategic Thinking Ability Using
Quantum Learning Based on Creative Problem Solving in Terms of High School
Students Gender. In Journal of Physics: Conference Series (Vol. 1477, p. 042045).
Maggetti, M. and Trein, P., 2019. Multilevel governance and problem‐solving: Towards a
dynamic theory of multilevel policy‐making?. Public Administration. 97(2). pp.355-369.
Montgomery, M.M., 2019. Problem Solving: Rats vs. Astronomy Students. ASPC. 524. p.185.
Okes, D., 2019. Root cause analysis: The core of problem solving and corrective action. Quality
Press.
Silva Mangiante, E., Carpenter, E. and Robichaud, H., 2020. Elementary Student Engineers:
Their Teamwork, Negotiations, and Problem-Solving. Kappa Delta Pi Record. 56(2).
pp.70-76.
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