Page 210 - 6484

decisions are decisions about how things will get done. Finally, operational decisions
are decisions that employees make each day to run the organization. For example,
remember the restaurant that routinely offers a free dessert when a customer
complaint is received. The owner of the restaurant made a strategic decision to have

great customer service. The manager of the restaurant implemented the free dessert
policy as a way to handle customer complaints, which is a tactical decision. And, the
servers at the restaurant are making individual decisions each day evaluating whether
each customer complaint received is legitimate to warrant a free dessert.
Figure 11.5 Decisions Commonly Made within Organizations

In this chapter, we are going to discuss different decision-making models
designed to understand and evaluate the effectiveness of nonprogrammed decisions.
We will cover four decision-making approaches starting with the rational decision-
making model, moving to the bounded rationality decision-making model, the
intuitive decision-making model, and ending with the creative decision-making
model.
Making Rational Decisions
The rational decision-making model describes a series of steps that decision
makers should consider if their goal is to maximize the quality of their outcomes. In

210