MGT302 - Org. Behavior and Teamwork CA Essay Example | Topics and Well Written Essays - 750 words - 1

MGT302 - Org. Behavior and Teamwork CA - Essay Example Unfortunately, it takes a certain mix of educated thought processes and considerations to be able to make the best decision that would apply to a given situation. The article entitled, â€Å"Herb’s Concoction (and Martha’s Dilemma): The Case of the Deadly Fertilizer,† Customer Affairs Department personnel Martha Wang needs to decide on how to handle information from a customer complaint claiming that the best-selling product of their company, Herb’s Garden, allegedly caused the death of the customer’s animal. Thus, Martha needs to make what is called a non-programmed decision. Non-programmed decisions are so unique and important that they require conscious thinking, information gathering, and careful consideration of alternatives. This is in contrast with programmed decisions which occur frequently enough that one already develops an automated response to them. . Martha faces quite a dilemma in this case. First, she herself has had a previous experience that is similar to the issue being raised by the customer. However, when she addressed this issue to upper management, it was simply dismissed as being a case of an overreacting customer. Furthermore, the company’s owner personally requested Martha to take care of the situation. in such a crucial situation, individuals may be overwhelmed by the pressure that they face. Therefore, Martha must carefully analyze the situation and weigh all alternatives to come up with the best option. Furthermore, in turning decision making into a more manageable affair, Bauer and Erdogan (2005) suggest that one asks the following questions: For Martha, the necessary first step would be to do some background research. She could try to look into the company’s history in terms of customer feedback, especially concerning the particular product which is Herb’s Special Fertilizer Mix. If she feels that there is indeed sufficient customer complaints similar to the one brought up by the client that