HC1062 T2 2020: Decision Making and Problem Solving Report

This report provides a comprehensive analysis of Marks & Spencer's (M&S) communication challenges, identified as a significant management problem impacting employee performance and overall business execution. The report begins with an overview of M&S as a multinational retail company and identifies the specific issue of poor communication, exacerbated by factors like language barriers and the COVID-19 pandemic. It then outlines research questions designed to address this problem, followed by a discussion of a research program including background, planning, team development, and feedback mechanisms. The research methodology incorporates qualitative research and secondary data collection. The report further details the research process, including problem identification, planning, and implementation. It then explores decision-making methods, such as command, consult, and vote, which can be employed to implement the solutions to improve communication. The report concludes with a review of the findings and provides recommendations for addressing the identified management problem. The research aims to identify the main reasons behind the arising management problem of poor communication within the workplace of Marks & Spencer, why is it important to take effective decisions in context of dealing and handling the management problem of poor communication of Marks & Spencer and what are the strategies and plans that can be used by the management of Marks & Spencer in order to deal with management problem of poor communication.

Decision making and problem
solving

EXECUTIVE SUMMARY
Marks & Spencer is a multinational company which is operating its business globally.
But the firm was facing the issue of poor and lack of communication which affect the entire
business execution of the firm due to ineffective performance of employees which is the outcome
of improper information relating to organisation. This organising research and considering
different alternative of resolutions, this problem can be solved by the manager of this firm. To
select an effective solution, the administrator can consider different methods of decision making.

Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Identify a multinational company................................................................................................1
Identify a management problem..................................................................................................2
Specify research questions which address the management problem/decision...........................2
Design a research program..........................................................................................................3
Carry out the research..................................................................................................................4
Analyse the findings....................................................................................................................6
Identify alternatives and make recommendations.......................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................7

INTRODUCTION
Decision making is needed for each firm and for effective decision making, certain things
are required like information and knowledge, without which decisions cannot be made. Decision
making and problem solving is a very useful approach which when employed, it brings harmony
in an establishment. Most enterprises have realised the massive damage cause of bad selections
have caused on their firms. In a business venture, there are several kind of issues are faced by it
related to management of establishment and others (Dollar and et. al., 2018). In context of
resolve them, the superiors of the firm take appropriate decisions in order to resolve problem.
For the completion of this document, Marks & Spencer is considered which a major British
multinational retail sector company. The firm operate its business crosswise the world with the
help of its range of products and services. The document will consider information about a brief
overview of company, identification of management problem and carry out a research regarding
management problem.
MAIN BODY
Identify a multinational company
Marks & Spencer is a large British multinational firm which operate its business in retail
sector. This business organisation was incorporated in 1884 by Michael Marks and Thomas
Spencer. The firm is headquartered in London, England, UK and exist in 1463 locations all over
the world. It specialise in selling clothing, home appliances and food items etc. In existing time it
has approx 1380 stores in UK and across the globe which sell food items and through its
television promotion, declares the exclusive nature and luxury of its food and beverages. Along
with offering its products through retail stores and outlets, the establishment also offer an online
food delivery service (Garg, 2019). The company runs through two segments: UK and
International. The UK segment includes of the UN retail business and franchise operations. the
International segment considers of M&S owned business in the Republic of Ireland, Europe and
Asia, together with global franchise operations, The form is involved in delivering own brand
food, clothing and home commodities in its stores and online both in UK and global market. The
firm sells women wear, lingerie, menswear, kids wear, beauty products and home appliances,
serving consumers by around 300 full line stores and website, M&S.com. It has estimated 910
stores in UK, considering over 220 owned and just about 350 franchises simply food stores.
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There are approx 80,000 people are employed by the firm and these people make their
contribution in running the business of enterprise in adequate and effective manner.
Identify a management problem
In an organisation, there are several kind of issues and problems are faced by the manager
and employees related to management such as decreased performance levels, being understaffed,
lack or poor communication, poor teamwork, absence of structure and time management etc. The
causes of occurring these kinds of issues are weak and poor management of business venture
(Soergel, 2018). Administrators have a lot to juggle and in addition to focus issues considering
strategy and plans, managers also have to deal with less tangible problem which influences
attitudes and relationships. In M&S, the firm is faced poor and weak communication problem
which influence the performance and work as well as task of employees and execution of firm.
Because due to lack of communication, people are not get effective and detailed information on
time and cause of which they are not accomplish their work timely which create impact over
organisation’s or workers performance. Language barriers, time zones and cultural
misunderstandings can aggravate the issue and lead the feelings of frustration for all concerned.
This challenge suffers by administrators when overseeing teams is assuring appropriate
communication. As each teammate has a unique and different personality, there is a chance for
miscommunication from time to time. Along with this, the pandemic of COVID19 also make its
contribution in the occurrence of this issue within the firm. Because due to this pandemic,
company are not performing in better form and also not share information in effective manner
due to fluctuation in workforce presence.
Specify research questions which address the management problem/decision
A research question is a question which a investigation project sets out to answer. Research
will need data collection and analysis and the methods for this will vary widely. Effective
research questions seek to develop knowledge on an essential topic and are usually narrow and
specific (Schoppek and et. al., 2019). The investigation questions are crucial as they are more
than handy tools and they are important to the research activity. Some of the research questions
are defined here, in context of M&S which address the management problem/decision. They are
as below:
 What is the main reason behind arising the management problem of poor communication
within the workplace of Marks & Spencer?
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 Why is it important to take effective decisions in context of dealing and handling the
management problem of poor communication of Marks & Spencer?
 What are the strategies and plans that can be used by the management of Marks &
Spencer in order to deal with management problem of poor communication?
Design a research program
A research program contains a hard core of assumptions, often with a core model and
historical core reference that cannot be abandoned or modified without discarding the paradigm
altogether. In context of, the current management issue of poor and lack of communication in
M&S, the management of this firm conduct a research program to determine the cause of
occurrence of the problem within enterprise (Parrot and Leong, 2018). Within it, the
establishment analyse how the issue arise, why they occur and how they influence the firm. In
M&S, the problem of poor communication is occurred due to lack of effective tools and
techniques of communication and language barriers. Because it is a multinational company and
there is employee who belong from different culture and use different language in their
communication. Due to poor communication, the business or working performance of the firm
influence in unfavourable manner. Because cause of lack of interaction, employees are not get
appropriate information on time which information their work and affect their execution.
In term of design research program, the firm can consider different components and some
of them are as:
Background- M&S Spencer is a multinational company and now it is facing the management
problem of poor and lack of communication.
Planning from within- In this phase, the firm can consider an effective method and do fiscal
planning to deal with the issue. In M&S, the management can use effective communication tools,
like chat box, email and other to deliver information (Okes, 2019). Along with this, they can
make an effective capital investment regarding a communication tool in firm of purchasing and
using a communication platform within the organisation.
Developing the research team- Within it, the firm improving investigation group so that they
can provide their effective support to resolve this problem. In M&S, by offering training to
research team, the firm make improvement so that can provide their contribution in solving the
management challenge of poor communication by organising research regarding it in effective
manner by determining its cause.
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Feedback- Within it, the firm ask for the people of the company for feedback regarding the
methods and tools which are used by research team to resolve particular issue to determine that
they are effective and able to handle and resolve the management challenge (MacGeorge and et.
al., 2019). In M&S, by taking the feedbacks of employees regarding the plans and strategies like
use of chat box and communication application to deal with poor communication problem. So
that they can determine that these techniques are effective for handle the management crisis.
Carry out the research
In context of determine and collecting information in term of solving management issue
the firm can consider qualitative research method and secondary source of data collection
because it will assist in offering detailed theoretical information about the particular problem.
Qualitative method- It includes collecting and determining non- numerical data to
acknowledge conceptions, opinions and experiences. It can be utilised to collect in depth insights
in to a problem or frame new ideas of research. This method of investigation is utilised to
acknowledge how individuals experience the world. Whereas there are several approaches to
qualitative research, they tend to be flexible and concentrate on retaining rich meaning when
interpreting information. By using this method, the administration of Marks & Spencer can
designed in a form that assist reveal the behaviour and perception of a target audience with
reference to a participation topic.
Secondary source of data collection- It refers to information which is collected by a
secondary party, other than the consumer. It the tool and method by the utilisation of this, the
management of M&S can collect information through accessible sources like books, journals,
articles, newspaper, government sites, companies websites, research scholars, magazines and
many more (Silva Mangiante, Carpenter and Robichaud, 2020). By implementing this method,
the administration can collect information regarding resolution of management issue of
communication problem.
In carry out the research regarding management issue, the firm will plan by considering
such aspects, they are as:
Identification of problem- In it, the firm will identify the problem in its working
environment which is faced by its workers. In Marks & Spencer, the administration will find out
the management problem of poor communication and trying to identify the reason cause of it
arise at workplace like due to language barriers and ineffective communication tools etc.
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Plan- In this phase, the administration of Marks & Spencer will make plan by analysing
the methods and tools which help in handling the problem of poor and lack of communication
(Santos-Trigo, 2020). In context of this, with the help of secondary the management can
determine different solution like open communication, use effective tools and application of
communication like chat box etc. to deal this particular problem.
Implementation- In this stage, the company will implement the determined solutions like
open communication and effective tool of sharing information as well as using a common
language at work place to resolve language barriers. Along with the administration to analyse
that these plans are effective to overcome the challenge and resolve specific problem. In term of
taking effective decision regarding implementation of solutions, the venture can consider
decision making methods.
There are four methods of decision making, they are as below:
Command- This method is when determinations are making without engaging others. This can
be acknowledged as authoritative and is, of course, the fastest option as the manager are not
delayed by other individuals providing their suggestions or discussing other solutions. In Marks
& Spencer, by using this decision making tool, the administration can take decision regarding
implementation of solution of management problem own self without involving others.
Consult- This method is when an individual invites input from others but ultimately one person
makes the decision. In Marks & Spencer, within this method, the manager involve other people
of company for getting their opinion but final decision is taken by own self.
Vote- This method is when option is discussed crosswise the group and then a vote is called
where the most favourable option to the most people is selected. It can be acknowledged
democratic as well as each individual’s opinion is considered in the final decision (Abdel-Basset
and et. al., 2018). Within it, the administrator of M&S can involve other people of company and
get their favourable option in form of strategy or tool which helps in solving poor
communication. The option which gets more votes is the final decision.
Consensus- This tool is when the team discusses the options and recommendations until each
ready to one course of action. It is the hardest and time taking method as it needs different people
with diverse purposes to all agree on one.
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In Marks & Spencer, the management can consider vote method of decision making
which is easy and crucial as well as provide fast decision of people regarding the select strategy
of problem solving of management issue poor communication.
Analyse the findings
From the above defined information and data it can be analyse and identify the
management is one of the critical challenge and problem which affect the entire workplace and
performance of the company in unfavourable manner. In Marks & Spencer, the establishment is
facing poor and lack of communication problem of management (von Krogh, 2018). Due this,
the employees of the company are not well aware with the organisation related data and this
influence their work and they are not finished it on provided time and in effective manner. When
the work is not completed in appropriate form, the performance of firm is also affect in negative
manner. In term of dealing this issue, the establishment can consider secondary source of data
collection to determine different solution regarding this management challenge like use effective
communication apps and tools, open communication and follow or consider a common language
at workplace due to diversity. It can also be found out that by using involving different decision
making methods and tools the firm can adequate decision in context of solving the complexity of
ineffective communication.
Identify alternatives and make recommendations
In term of resolving the issue and problem of poor communication, the management of
Marks & Spencer can consider different alternatives. Some of them are defined as under:
 To get over the administration challenge of poor communication, the management of
respective firm can use communication tools and applications so that the employees are
well aware with all the information of the company.
 In term of overcoming the communication problem, the manager of M&S can allowed to
use a common language like English at workplace so that the language barrier issue can
be resolved in effective manner.
 In order to minimise the management complexity in working environment, the
administrator of M&S can consider open communication so that all people of firm can
share their view and issues with their seniors (Khoiriyah and Husamah, 2018).
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It can be suggested that use of effective communication tools and applications is good for
company because with the help of it, the management share all the information of establishment.
Along with this it will help in minimising the communication barriers etc.
CONCLUSION
This has been summarised from the mentioned information that decision making and
problem solving is an effective activity of solving a issue by making effective determination.
Poor communication is the management challenge which influences the performance of
employees and organisation. By using effective solutions and plans this can be resolve in
effective manner.
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REFERENCES
Books & Journals
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problem‐solving court outcomes. Behavioral sciences & the law, 36(1), pp.32-45.
Garg, H., 2019. Generalized intuitionistic fuzzy entropy-based approach for solving multi-
attribute decision-making problems with unknown attribute weights. Proceedings of the National
Academy of Sciences, India Section A: Physical Sciences, 89(1), pp.129-139.
Soergel, D., 2018. Many Ways of Being Relevant. Information Support for Problem Solving and
Decision Making. Relevance and Irrelevance: Theories, Factors and Challenges, 9, p.223.
Schoppek, W. and et. al., 2019. On the future of complex problem solving: Seven questions,
many answers?. Journal of Dynamic Decision Making, pp.5-1.
Parrot, M.A.S. and Leong, K.E., 2018. Impact of Using Graphing Calculator in Problem
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Okes, D., 2019. Root cause analysis: The core of problem solving and corrective action. Quality
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solving behaviors. Communication Research, 46(6), pp.811-837.
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.
Santos-Trigo, M., 2020. Problem-solving in mathematics education. Encyclopedia of
mathematics education, pp.686-693.
Abdel-Basset, M. and et. al., 2018. A modified flower pollination algorithm for the
multidimensional knapsack problem: human-centric decision making. Soft Computing, 22(13),
pp.4221-4239.
von Krogh, G., 2018. Artificial intelligence in organizations: New opportunities for
phenomenon-based theorizing. Academy of Management Discoveries.
Khoiriyah, A.J. and Husamah, H., 2018. Problem-based learning: Creative thinking skills,
problem-solving skills, and learning outcome of seventh grade students. JPBI (Jurnal
Pendidikan Biologi Indonesia), 4(2), pp.151-160.
Trein, P., Thomann, E. and Maggetti, M., 2019. Integration, functional differentiation and
problem‐solving in multilevel governance. Public Administration, 97(2), pp.339-354.
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