MGT602 Business Decision Analytics: Report on University Issues

This report, prepared for MGT602 Business Decision Analytics, examines the decision-making processes and tools utilized by Torrens University to address issues such as communication challenges and customer satisfaction. It explores the steps involved in decision-making, including data gathering, alternative assessment, solution selection, implementation, and review. The report highlights the importance of data sources, including employee and customer feedback, and discusses the application of data analytics trends. It then details the use of decision-making tools such as Group Decision Support Systems (GDSS), Decision Tree Analysis, and the Delphi method. The analysis reveals the need for technological advancements and improved communication strategies within the university to enhance efficiency and customer service. The report concludes with findings that support the adoption of new software and training initiatives to improve information flow and overall performance. The document is contributed by a student to be published on the website Desklib.

MGT602/ Business decision analytics

Executive Summary
Decision making is a very important process in the organization and it helps in achieving the
goals by resolving the issues. This report is aiming to explain the process and tools of decision -
making which can be used by Torrens University to resolve its issues related to the
communication with the teams and customer satisfaction. In the context of the project, there are
many issues has been identified such as the lack of implementation of the new technologies, poor
quality of services and lack of teamwork because of the use of traditional communication
approaches. This report explains how the workplace made effective decision to resolve these
problems and issues. The process of decision making at Torrens University involves various
steps. The steps of decision making include the gathering information, assessment of the
alternative solutions, choose solution among the alternatives, taking action and review of the
decision. Three different tools of decision making are explained in this report including Group
Decision Support System, Decision tree analysis and Delphi method. As per the suggestion of
the IT experts, it is found that the university needs to make use of the advance technology and
software with intent to improve the flow of information as well as to the quality of services.

Contents
Introduction......................................................................................................................................3
Sources of data.................................................................................................................................4
Use of data analytics trends.............................................................................................................5
Visualization of the decision-making process and analytics...........................................................5
Data analysis....................................................................................................................................8
Decision-making tools and technologies.......................................................................................11
Findings.........................................................................................................................................12
Conclusion.....................................................................................................................................12
References......................................................................................................................................13

Introduction
This report aims to explain the process of decision making and tools used by Torrens University
to solve its issues. In this report, the issue like the use of traditional means of communication
and poor satisfaction of the customers is highlighted. This issue was resolved by the university a
few years ago by introducing the new ways of communication with the teams and by working on
the quality services for the customers in this world of globalization. The reasons for behind the
low satisfaction were found that the university used poor IT infrastructure and lack of knowledge
among the employees regarding the new technologies. The report aims to explain how the
decisions were made by Torrens University to resolve its issues of poor customer satisfaction and
communication with teams. In this modern world, University is facing various issues due to the
lack of implementation of new technologies. The system decision making is considered as the
best approach for resolving the issues and utilizing the new technologies in the organization.
The purpose of writing this report is to critically reflect on the key areas such as decision-making
process, sources of data and analysis, the use of tools for decision making and analysis. Being a
manager, it is realized that the University needs to adopt the new technologies as well as the new
ways of communication with the teams that separated with time and space. The lack of
communication and poor infrastructure causes various problems for the university such as high
employee turnover rates, customer dissatisfaction and shifting of employees and students to other
universities. This report explains how the workplace made effective decision to resolve these
problems and issues.

Sources of data
It is very essential to collect the data before making any decisions because an effective decision
requires a bundle of information on the issue. The information regarding the issue and various
alternatives can be collected from the employees working at the university as well as the
customers to identify reasons behind the customer dissatisfaction and how poor communication
among the team is affecting the overall operations of the university. The final decision to resolve
the issues are highly dependent on the sources of data and utilizing this data for making effective
decisions (Negulescu, 2014). The project that considered for this analysis report is about
improving team communication and providing quality services to customers using new
technologies. It is found that an organization can collect the qualitative as well as quantitative
data for making better decisions. The most useful source of data is the feedback of the team
members situated in different geographical locations. However, feedback from the customers
like students and their families can also be collected to find out the possible solutions for their
dissatisfaction. This primary data can be collected by surveying the employees and customers. A
questionnaire approach is used to collect the feedback of the team members from separated
departments or locations. Through this questionnaire, employees and customers were asked
about their personal opinions, ideas to manage the communication and customer services at the
workplaces. Another source of data for the University project is the secondary data which can be
collected through previous year publications, studies, and competitor analysis reports. This
source of the data is useful in providing quality of the data as well as information in large amount
regarding the project. Both the qualitative and quantitative approaches are used while carrying
out a project. The collected information from employees and customers is also analyzed to find
out the alternatives that the university has to solve their issues (Turpin & Marais, 2014).

Use of data analytics trends
While collecting the data from different sources, it is must make use of the data analytics to
identify the trend that exists in the market for effective decision making. It is observed that there
are four types of data analytics which can be used to make decisions better including Descriptive,
diagnostic, predictive and prescriptive analytics. It is identified that the value of data analytics
increases with the increase in the level of complexity. The diagnostic data analytic is used to
identify the impact of poor communication on the overall performance of the employees and
teamwork (Kuzhba, 2020).
Visualization of the decision-making process and analytics
The use of the flow chart is the best way to visualize the decision-making process in the
organization. The process of decision making at Torrens University involves various steps. The
steps of decision making include the gathering information, assessment of the alternative
solutions, choose solution among the alternatives, taking action and review of the decision. The
below picture demonstrates the decision-making process used by Torrens University to make the
final decision (Weshare Science, 2011).

(Hashem, 2018)
In the context of the project, there are many issues has been identified such as the lack of
implementation of the new technologies, poor quality of services and lack of teamwork because
of the use of traditional communication approaches. It is identified that Torrens University does
not focus on the new technologies and communication platform to improve the overall efficiency
of the business. it is also found that these issues have a great impact on employee retention and
customer retention as they are shifted to other institutes. As per the suggestion of the IT experts,
it is found that the university needs to make use of the advance technology and software with
intent to improve the flow of information as well as to the quality of services (Vuorinen, 2014).
The lack of communication among team members has a great impact on the operations of the
university as it results in delaying the processes. The first alternative that identified for the
university is to install new software along with the other IT infrastructure to make the
communication process effectively. Marketing team suggested that the university should make

use of the internet-based tools for providing quality services to its customers. The third
alternative that identified in this process is related to providing proper training to the employees
to improve the services as well as to increase the level of knowledge of new technologies (John,
2019). The issues and some of the suggested alternatives for resolving the issues are presented in
the below picture.

Data analysis
The questionnaire has been distributed among the employees and customers to gather the
information and their feedback on the existing issues. The information that collected from the
respondents is very useful and it is diagnosed based on their opinions, positive and negative
responses. Some of the common questions that asked from the 30 employees are shown below
with their responses.
1. Do you think communication among the team members separated in context to time
and space is not up to the mark?
From the sources of data, it is identified that the maximum number of people are in favour of this
statement. This shows that the university needs to improve its flow of information among the
team members by utilizing the new technologies. This is necessary to avoid the delay in
processes. Out of 30 employees, 25 employees believed that communication is not up to the
mark at Torrens University.
Choice Number of employees
responded
Percentage of responses
Yes 25 83%
No 5 17%
2. What is the main cause of delay in the processes of the university?

As per the viewpoints of employees, it is found that the main cause of delay in the process is the
poor communication among team members as 53% of people agreed on this. However, 30% of
respondents viewed that lack of use of advance technology is the main cause.
Choice Number of employees
responded
Percentage of responses
Poor communication 15 53%
Lack of employees 5 17%
Lack of use of advance
technologies
10 30%
3. Do you think the university needs to focus on customer services to retain
customers?
As per the marketing team of University and customers, it is identified that 80% of people
suggested to paid attention to the quality of customer services.
Choice Number of employees
responded
Percentage of responses
Yes 24 80%
No 6 20%
4. What is the best possible solution to improve the flow of information among team
members?

It is analyzed the 60% people suggested to install new software for the better flow of information
among the team members. On the contrary, there are 30% of respondents advised training the
employees.
Choice Number of employees
responded
Percentage of responses
Installation of new software 18 60%
Recruitment of staff 2 7%
Training to employees 10 33%
5. What is the best way to improve customer services?
Among the three alternatives, 70% of people recommended making use of Internet-based
technologies to improve the quality of service. Rest of the people suggested to train the
employees and hire more staff at university.
Choice Number of employees
responded
Percentage of responses
Internet based technologies 21 70%
Train employees 5 17%
More staff at university 4 13%

Decision-making tools and technologies
The decision-making tools and technologies which can be utilized at the workplace are explained
as below:
Group Decision support system: This technique of decision making is a computer-based system
that facilitates the number of decision-makers to work in a group to find solutions for
unstructured problems. The decision-making process is highly based on the facts and figures and
GDSS can incorporate the different perspectives and decision-making styles and of different
participants. Therefore, the questionnaire survey has helped the university to collect the
information and generate useful solutions for the university (WHO, 2017). The questionnaire
survey facilitates the decision-making process at the university.
Decision tree analysis: The decision tree analysis is another technique which can be utilized to
resolve the issues and representing the several decisions followed by different chances of the
occurrence. This technique assists in selecting the best suitable option to improve the flow of the
information among teams and to provide better services to its customers (Shahsavarani & Abadi,
2015).
Delphi method: This is another method of forecasting the results of decisions by sending the
questionnaires to the panel of experts. The anonymous responses from the senior experts will
help in finding better decision among the various alternatives. This method is very useful in
getting the information from the diverse people regarding the decision of improving the flow of
information and quality of services (UMASSD, 2018).

Findings
From the above data analysis and the use of decision-making techniques, it is found that the
university should make use of the new software to improve the flow of the information among
the team members. Also, there is a need to provide the training to all the employees to increase
their level of knowledge and provide quality services to the customers. from the organizational
perspective, the university is required to introduce the new software and make use of the
feedback system to record the positive and negative opinions of customers as well as employees.
Furthermore, from the personal perspectives, the managers must ensure that these problems will
not be repeated in future. Being a manager, there is a need to learn more about the decision-
making tools and methods and ensure the adequate training is provided to all the team members
at the university.
Conclusion
From the analysis, many things about decision-making tools and process were clear in terms of
university and its performance. In this modern world, University is facing various issues due to
the lack of implementation of new technologies. The system decision making is considered as
the best approach for resolving the issues and utilizing the new technologies in the organization.
It is identified that Torrens University does not focus on the new technologies and
communication platform to improve the overall efficiency of the business. As per the suggestion
of the IT experts, it is found that the university needs to make use of the advance technology and
software with intent to improve the flow of information as well as to the quality of services.

References
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ROCESS
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18, 2020, from
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Kuzhba, S. (2020). Top data analytics trends 2020. Retrieved April 19, 2020, from
https://codeit.us/blog/top-data-and-analytics-trends
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Retrieved April 20, 2020, from
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2020, from https://www.researchgate.net/publication/272777021_Decision-

making_Theory_and_practice
UMASSD. (2018). 7 Steps To Effective Decision Making. Retrieved April 19, 2020, from
https://www.umassd.edu/media/umassdartmouth/fycm/decision_making_process.pdf
Vuorinen, J. (2014). Decision Making Models and Tools to Support Strategic Decision Making .
Retrieved April 20, 2020, from
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