Chap 6 decision making the essence of the manager’s job-management by robbins & coulter 8 e

8th edition8th edition

Steven P. RobbinsMary Coulter

L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.

The Decision-Making Process

• Define decision and decision-making process.

• Describe the eight steps in the decision-making process.

The Manager as Decision Maker

• Discuss the assumptions of rational decision making.

• Describe the concepts of bounded rationality, satisficing, and escalation of commitment.

• Explain what intuition is and how it affects decision making.

• Contrast programmed and nonprogrammed decisions.

L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter.

The Manager as Decision Maker (cont’d)

• Contrast the three decision-making conditions.

• Explain maximax, maximin, and minimax decision choice approaches.

• Describe the four decision making styles.

• Discuss the twelve decision-making biases managers may exhibit.

• Describe how manager can deal with the negative effects of decision errors and biases.

• Explain the managerial decision-making model.

L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter.

Decision Making for Today’s World

• Explain how managers can make effective decisions in today’s world.

• List six characteristics of an effective decision-making process.

• Describe the five habits of highly reliable organizations.

Decision Making

• DecisionMaking a choice from two or more alternatives.

• The Decision-Making Process Identifying a problem and decision criteria and

allocating weights to the criteria.

Developing, analyzing, and selecting an alternative that can resolve the problem.

Implementing the selected alternative.

Evaluating the decision’s effectiveness.

Exhibit 6.1Exhibit 6.1

The Decision-Making Process

Step 1: Identifying the Problem

• Problem

A discrepancy between an existing and desired state of affairs.

• Characteristics of Problems

A problem becomes a problem when a manager becomes aware of it.

There is pressure to solve the problem.

The manager must have the authority, information, or resources needed to solve the problem.

Step 2: Identifying Decision Criteria• Decision criteria are factors that are important

(relevant) to resolving the problem.Costs that will be incurred (investments required)

Risks likely to be encountered (chance of failure)

Outcomes that are desired (growth of the firm)

Step 3: Allocating Weights to the Criteria

• Decision criteria are not of equal importance:Assigning a weight to each item places the items in

the correct priority order of their importance in the decision making process.

Criteria and Weights for Franchise Decision

Criterion Weight

Start-up costs 10

Franchisor support 8

Financial qualifications 6

Open geographical locations 4

Franchisor history 3

Step 4: Developing Alternatives

• Identifying viable alternativesAlternatives are listed (without evaluation) that can

resolve the problem.

Step 5: Analyzing Alternatives

• Appraising each alternative’s strengths and weaknessesAn alternative’s appraisal is based on its ability to

resolve the issues identified in steps 2 and 3.

Step 6: Selecting an Alternative

• Choosing the best alternativeThe alternative with the highest total weight is

chosen.

Step 7: Implementing the Decision

• Putting the chosen alternative into action.Conveying the decision to and gaining commitment

from those who will carry out the decision.

Assessed Values of Franchise Opportunities Using Decision Criteria

Start-Up Franchise Financial Open FranchisorCosts Support Qualifications Locations History

Franchise

Curves For Women 10 3 10 8 5

Quiznos Sandwiches 8 7 7 8 7

Jani-King 8 5 7 10 10

Jackson-Hewitt Tax Service 8 7 7 8 7

GNC Vitamins andNutritional Supplements 7 8 7 8 7

Radio Shack 8 3 6 10 8

Chem-Dry Carpet Cleaning 10 7 8 6 7

McDonald’s 4 10 4 8 10

Evaluation of Franchise Alternatives Against Weighted Criteria

Start-Up Franchise Financial Open FranchisorCosts Support Qualifications Locations History Total

Franchise

Curves For Women 100 24 60 32 15 231

Quiznos Sandwiches 80 56 42 32 21 231

Jani-King 80 40 42 40 30 232

Jackson-Hewitt Tax Service 80 56 42 32 21 231

GNC Vitamins andNutritional Supplements 70 64 42 32 21 229

Radio Shack 80 24 36 40 24 204

Chem-Dry Carpet 100 56 48 24 21 249

McDonald’s 40 80 24 32 30 206

Step 8: Evaluating the Decision’s Effectiveness

• The soundness of the decision is judged by its outcomes.

How effectively was the problem resolved by outcomes resulting from the chosen alternatives?

If the problem was not resolved, what went wrong?

Decisions in the Management Functions

Prof. Dr. Majed El-Farra

Making Decisions

• RationalityManagers make consistent, value-maximizing choices

with specified constraints.

Assumptions are that decision makers:

1. Are perfectly rational, fully objective, and logical.

2. Have carefully defined the problem and identified all viable alternatives.

3. Have a clear and specific goal

4. Will select the alternative that maximizes outcomes in the organization’s interests rather than in their personal interests.

Assumptions of Rationality

Making Decisions (cont’d)

• Bounded Rationality

Managers make decisions rationally, but are limited (bounded) by their ability to process information.

Assumptions are that decision makers:

Will not seek out or have knowledge of all alternatives

Will satisfice—choose the first alternative encountered that satisfactorily solves the problem—rather than maximize the outcome of their decision by considering all alternatives and choosing the best.

Influences on Decision Making

• Escalation of Commitment

Increasing or continuing a commitment to previous decision despite mounting evidence that the decision may have been wrong. E.g., positive experience in dealing with some suppliers, currently suffers bad financial performance. strongly influenced by the organization’s culture, internal politics, power considerations.

• The Role of Intuition

Intuitive decision making

Making decisions on the basis of experience, feelings, and accumulated judgment.

What is Intuition?

Source: Based on L.A. Burke and M.K. Miller. “Taking the Mystery Out of Intuitive Decision Making.” Academy of Management Executive. October 1999. pp. 91–99.

Group work

• The students find difficult to pay tuition fees. Find a solution to the problem.

1.Solve the problem by applying the 8 steps.

2.Describe the methodology that you will use during the decision making process.

3.Finish within 15-20 minutes.

Prof. Dr. Majed El-Farra21

Problems and Decisions

• Structured Problems

Involve goals that clear.

Are familiar (have occurred before).

Are easily and completely defined—information about the problem is available and complete.

• Programmed Decision

A repetitive decision that can be handled by a routine approach.

E.g., registration process at IUG.

Types of Programmed Decisions

• A Policy

A general guideline for making a decision about a structured problem. (system)

E.g., Accept all customer-returned merchandise.

Students have the right to review his final mark.

The recruitment must start from job vacancy announcement.

• A ProcedureA series of interrelated steps that a manager

can use to respond (applying a policy) to a structured problem.

E.g., Follow all steps for completing merchandise return documentation.

Purchasing procedures.

Follow the steps for reviewing marks.

Recruitment procedures.

• A RuleAn explicit statement that limits what a

manager or employee can or cannot do in carrying out the steps involved in a procedure. Examples:

Managers must approve all refunds over $50.00.

No credit purchases are refunded for cash.

Reviewing marks can be within the first week of publishing final results.

Problems and Decisions (cont’d)• Unstructured Problems

Problems that are new or unusual and for which information is ambiguous or incomplete.

Problems that will require custom-made solutions.

• Non-programmed Decisions

Decisions that are unique and nonrecurring/ infrequent.

Decisions that generate unique responses.

E.g., making a decision regarding opening a second branch in a new geographical area.

few decisions in the real world are either fully programmed or non-programmed

Types of Problems, Types of Decisions, and Level in the Organization

Decision-Making Conditions

• CertaintyA ideal situation in which a manager can make an

accurate decision because the outcome of every alternative choice is known.

• RiskA situation in which the manager is able to estimate

the likelihood (probability) of outcomes that result from the choice of particular alternatives.

Expected Value for Revenues from the Addition of One Ski Lift (under risk)

ExpectedExpected × Probability = Value of Each

Event Revenues Alternative

Heavy snowfall $850,000 0.3 = $255,000

Normal snowfall 725,000 0.5 = 362,500

Light snowfall 350,000 0.2 = 70,000$687,500

Decision-Making Conditions Uncertainty is a situation in which the decision maker has

neither certainty nor reasonable probability estimates available.

a. The choice of alternative is influenced by the limited amount of information available.

b. It’s also influenced by the psychological orientation of the decision maker.

1) An optimistic manager will follow a maximax choice (maximizing the maximum possible payoff).

2) A pessimistic one will pursue a maximin choice (maximizing the minimum possible payoff).

3) The manager who desires to minimize the maximum regret will opt for a minimax choice/regret.

Prof. Dr. Majed El-Farra

Decision-Making Conditions

• Uncertainty

Limited or information prevents estimation of outcome probabilities for alternatives associated with the problem and may force managers to rely on intuition, hunches, and “gut feelings”.

Maximax: the optimistic manager’s choice to maximize the maximum payoff. E.g., S4

Maximin: the pessimistic manager’s choice to maximize the minimum payoff. E.g., S3

Minimax: the manager’s choice to minimize his maximum regret. E.g., S4

Payoff Matrix

Regret Matrix

Decision-Making Styles

• Dimensions of Decision-Making Styles

Ways of thinking

Rational, orderly, and consistent

Intuitive, creative, and unique

Tolerance for ambiguity

Low tolerance: require consistency and order

High tolerance: multiple thoughts simultaneously

Decision-Making Styles

Source: S.P. Robbins and D.A. DeCenzo, Supervision Today. 2nd ed. (Upper Saddle River, NJ: Prentice Hall, 1998). p. 166.

Decision-Making Styles (cont’d)

• Types of Decision MakersDirective

Use minimal information and consider few alternatives.Analytic

Make careful decisions in unique situations.Conceptual

Maintain a broad outlook and consider many alternatives in making long-term decisions.

Behavioral Avoid conflict by working well with others and being

receptive/open to suggestions.

Types of Decision Makers

•Most managers realistically probably have a dominant style and alternate styles,

•with some relying almost exclusively on their dominant style and others being more flexible depending on the situation.

Decision-Making Biases and Errors

• Heuristics

Using “rules of thumb” to simplify decision making. Base on past experience (trial and error method).

• Overconfidence Bias

Holding unrealistically positive views of one’s self and one’s performance.

• Immediate Gratification Bias

Choosing alternatives that offer immediate rewards and that to avoid immediate costs. (short term thinking)

Decision-Making Biases and Errors (cont’d)

• Anchor/fix EffectFixating on initial information and ignoring subsequent

information.

• Selective PerceptionSelecting organizing and interpreting events based on

the decision maker’s biased perceptions.

• Confirmation BiasSeeking out information that reaffirms past choices

and discounting contradictory information.

• Framing Bias Selecting and highlighting certain aspects of a situation

while ignoring other aspects.

• Availability Bias Losing decision-making objectivity by focusing on the most

recent events.

• Representation Bias Drawing analogies/likeness and seeing identical situations

when none exist.

• Randomness Bias Creating unfounded meaning out of random events.

• Sunk Costs Errors Forgetting that current actions cannot correct past events

and relate only to future consequences.

• Self-Serving Bias Taking quick credit for successes and blaming outside

factors for failures.

• Hindsight/observation Bias Mistakenly believing that an event could have been

predicted once the actual outcome is known (after-the-fact).

Common Decision-Making Errors and Biases

• Guidelines for making effective decisions:Know when it’s time to call it quits.Be an effective decision maker.

Characteristics of an Effective Decision-Making Process

1. It focuses on what is important.

2. It is logical and consistent.

3. It acknowledges both subjective and objective thinking and blends analytical with intuitive thinking.

4. It requires only as much information and analysis as is necessary to resolve a particular dilemma.

5. It encourages and guides the gathering of relevant information and informed opinion.

6. It is straightforward, reliable, easy to use, and flexible.

• Habits of highly reliable organizations (HROs)

1. Are not tricked by their success.

2. Defer to the experts on the front line. Get their opinions because they are in the field.

3. Let unexpected circumstances provide the solution. Ability to react to resolve problem on time.

4. Embrace complexity. Deep understanding situation.

5. Anticipate, but also anticipate their limits.

Overview of Managerial Decision Making

Review

• Why is decision-making often described as the essence of the manager’s job?

• decisions are made in all four functions of management.

Chap 6 decision making the essence of the manager’s job-management by robbins & coulter 8 e

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