Problem Solving Approaches to Business Concept

Meeting was held to discuss the implementation of personalised bookings for drivers. Personalised bookings are being considered as an extension of the current system due to the imminent arrival of Uber in the Cairns area.

The idea is to allow driver to take and advise of bookings that customers request for them to perform due to the high standard of customer service provided by that driver. Doing nothing has no extra benefit to our service levels and could even damage the company when compared to our competitor, however allowing this service not only improves the community perception of the taxi industry but also improves the moral and ability of the drivers, thus improving the overall customer service levels of the taxi industry in the Cairns area.

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The more personalised the experience in a taxi, the more valued the customer feels. This in turn increases the customer’s use of the product on offer. If customers are not feeling recognised or appreciated, or things are not clear, then they will leave and go to our competitor (Earls 2017, pp 28).

Nature of problems

The problems faced by personalised bookings appear to be challenges that are complex series of features woven together interdependently. Professor Horst Rittel of the University of California suggested that the term “wicked problem” refers to that style of problem which is ill-formulated, where the information is confusing, where there are many decision makers with conflicting values, and where the ramifications in the whole system are thoroughly confusing. Rittel suggests decision makers often make various attempts to “tame” these wicked problems. Sometimes, it consists of “carving off” a piece of the problem and finding a rational and feasible solution to this piece (Churchman 1967, pp 141).

Problem formulation

The problems of personalised bookings can clearly be mapped (see appendices). Effective problem formulation depends on clearly understanding stakeholders and their interests so that problems can be formulated in such a way that they have a chance of being solved (Bryson 2004, pp 32,33). Thus the problem formulation factor in this instance is considered tame problem.

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Testability

With the use of the training fleet and training room simulations can be run on the testability of solutions to foreseen problems, Potential solutions can be tested as either correct or false allowing for a smoother implementation. The solution to tame problems can be tested mistakes and errors can be pinpointed thus the testability of personalised bookings is a tame problem (Wit & Meyer 2010, pp 30).

Finality

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There is always room for improvement and potential consequences may continue. Until implementation it, understanding how each of the 605 driver react and use the personalised booking is unknown and thus the finality factor is considered a wicked problem.

Level of analysis

It is possible to identify root cause of problems. There is no need to argue about the level at which to intervene. Once problems have been highlighted during implementation it will be easy to identify and fix root causes and thus the level of analysis factor is considered tame problem.

Replicability

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Personalised bookings are easy to replicate and once drivers understand the process it may repeat itself many times and thus the replicability factor is considered tame problem.

Reproducibility

Before during and after implementation the problems and solutions can be trialled and excluded until the correct solution is found and thus the reproducibility factor is considered tame problem.

Approach to problem – qualitative or quantitative

As a manager when you make business decisions, you consider a number of factors. Some are qualitative factors like reputations, brand strength and employee morale, as well as quantifiable data such as sales figures, profitability and return on investment. When making the decision about personalised bookings both qualitative analysis and quantitative methods were being discussed to assist in making the final decision. Ultimately the decision that offers the required result and the desired outcome won’t always use one method to check whether the predictions of the other method are reasonable (Chron.com n.d.).

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Using both the qualitative and quantitative methods were required when Cairns Taxis considered the implementation of personalised bookings into our system, making the wrong decision could have wider and long lasting ramifications to all stakeholders.

Williams Rational Problem Solving Approach

Problem Identification

Criteria Definition

Alternative Generation and Evaluation

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Implementation

Do you have any recommendations for decision makers at various levels in your organisation based on your understanding of theory frameworks?

Market Growth using app

Nature of problems    

Characteristic Who’s Behind My Essays? You’re in good hands with degree-holding pros—many rocking Master’s or higher—who’ve crushed our tough vetting tests in writing and their fields. They’re your partners in this, hitting tight deadlines and academic standards with ease, all while tailoring every essay to your exact needs. No matter the topic, they’ve got the chops to make it stellar.	How it appears in tame problems	How it appears in wicked problems
Problem formulation	Can be clearly written down. The problem can be stated as a gap between what is and what ‘ought’ to be. There is easy agreement about the problem definition Is My Paper Original? 100%—we promise! Every paper’s written fresh from scratch—no AI, no copying—just solid research and proper citations from our expert writers. You can even request a plagiarism report to see it’s 95%+ unique, giving you total confidence it’s submission-ready and one-of-a-kind.	Difficult to define. Many possible explanations may exist. Individuals perceive the issue differently. Depending on which explanation one chooses, the solution takes on a different form
Testability	Potential solutions can be tested as either correct or false	There is no single set of criteria for whether a solution is right or wrong, they can only be more or less acceptable relative to each other Can You Do Any Citation Style? Yep—APA, Turabian, IEEE, Chicago, MLA, whatever you throw at us! Our writers nail every detail of your chosen style, matching your guidelines down to the last comma and period. It’s all about making sure your paper fits academic expectations perfectly, no sweat.
Finality	Problems have a clear solution and ending point	There is always room for more improvement and potential consequences may continue indefinitely
Level of analysis Can I Adjust Instructions Later? Absolutely—life happens, and we’re flexible! Chat with your writer anytime through our system to update details, tweak the focus, or add new requirements, and they’ll pivot fast to keep your paper on point. It’s all about making sure the final draft is exactly what you need, no stress involved.	It is possible to bound the problem and identify its root cause. There is no need to argue about the level at which to intervene	Every problem can be considered a symptom of another problem. It has no identifiable root cause and one is not sure of the appropriate level at which to intervene
Replicability	It may repeat itself many times How Do I Get Started? It’s super easy—order online with a few clicks, then track progress with drafts as your writer works their magic. Once it’s done, download it from your account, give it a once-over, and release payment only when you’re thrilled with the result. It’s fast, affordable, and built with students like you in mind!	Every problem is essentially unique
Reproducability	Solutions can be trialled and excluded until the correct solution is found	Each problem is a one-shot operation. Once a solution is attempted, you cannot undo what you have already done How Fast for Rush Jobs? We can crank out a killer paper in 24 hours—quality locked in, no shortcuts. Just set your deadline when you order, and our pros will hustle to deliver, even if you’re racing the clock. Perfect for those last-minute crunches without compromising on the good stuff.

Problem formulation

Testability

Finality

Level of analysis

Replicability

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Reproducibility

Approach to problems – qualitative or quantitative

When you make business decisions as a manager, you take into account qualitative factors like reputations, brand strength and employee morale, as well as quantifiable data such as sales figures, profitability and return on investment. Both qualitative analysis and quantitative methods can be used to make decisions. The decisions that most often result in the desired outcomes use one method to check whether the predictions of the other method are reasonable.

Are the approaches appropriate for the type of problem?

Williams rational problem solving approach

How effectively do the processes used follow each step? What are the consequences where they are not followed? What gets in the way of the process being followed?

Problem Identification

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Criteria Definition

Alternative Generation and Evaluation

Implementation

Do you have any recommendations for decision makers at various levels in your organisation based on your understanding of theory frameworks?

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Bryson, J.M., 2004. What to do when Stakeholders matter – Stakeholder Identification and Analysis Techniques. Public Management Review, 6(1), pp.21-53.

Chron.com, Difference Between Qualitative & Quantitative Analysis for Managerial Decision Making | Chron.com. Available at: http://smallbusiness.chron.com/difference-between-qualitative-quantitative-analysis-managerial-decision-making-77298.html [Accessed March 6, 2017].

Churchman, C.W., 1967. Wicked Problems. Management Science.

Earls, E., 2017. Loyalty Points. The Caterer, 207(4962), pp.28-30.

Wit, B. de. & Meyer, R., 2010. Strategy : process, content, context, Cengage Learning. Available at: https://books.google.com.au/books?hl=en&lr=&id=tCspQP0CYgcC&oi=fnd&pg=PA27&dq=nature+of+problems+testability&ots=-hS5xDfIKp&sig=WbTndlDyTmLdBol6kVe-CZKkMZo#v=onepage&q&f=false [Accessed March 6, 2017].

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