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Jhoanna Mary E. Pescasio

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Let us examine the problem faced by Mr.Perez, Regional Manager of Alpha

Pharmacy Inc. API makes and distributesproducts from more than 10 internationalpharmaceutical and health carecompanies. Mr. Perez is responsible for

managing existing clients and also to getnew clients. He manages a numberof sales representatives. Importantcustomers have a dedicated salesrepresentative, while other salesrepresentatives try to get new clients.

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One day an employee of one the important customer(St. Jude Hospital) called Mr. Perez and complainedthat Mr. Cruz (the sales representative) wasineffective and insisted he be removed, or else theywould not give any business.

Here are Mr. Perez's thoughts:

In an internal enquiry, Mr. Perez found that the real

reason was personal differences between Mr. Cruzand the hospital superintendent.The track record of Mr. Cruz was good and he wasliked within the company. Dismissing him or eventransferring him to a new region will affect themorale of the work force.

St. Jude Hospital is a major customer and gives goodbusiness. Losing the hospital is not an option.Therefore the demands of the hospital have to bemet.

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Question:

If you are the Manager ofthe company, how will you

resolve this issue?

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Managers are pulled in different directionsconstantly. They are tasked with ensuringtheir managers are updated on their

activities, the work of the organization isdone and their employees' needs are met.Managers make decisions each day that canpositively or adversely affect the goals of anorganization or a manager in any type of

business or field, making decisions andsolving problems is a major portion of thejob. Learning to make good decisions and toproblem solve can actually be enjoyable tothese employees when they are able to use

games and exercises that help them team-build and gain self-confidence. Many suchexercises can be carried out using a fewsimple, inexpensive materials.

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Apply Decision Making

Identifying and diagnosing theproblem

Identify why there is some

misunderstanding or troublebetween Mr. Cruz and the customer.Figure out whether the problem ispersonal in nature between the

customer and the representative orthe conflict is due to misbehavior ofthe latter.

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Apply Decision Making

Generating Alternative solutions

Various criteria must first beestablished in both parts, the concerns

of the representative and the customer.In identifying the decision criteria,determined the advantages anddisadvantages of course of actionsavailable for the company. In givinganother assignment for Mr. Cruz, is theaction does not affect the morality ofthe company?

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Cont

Is does not affect others employeesperception to the company as awhole especially to the management

as a d good decision makers? Forthe side of the customer, if theaction is to remove therepresentative, it does change the

situation or it will be just the same?Below are the alternatives availablefor Mr. Perez:

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Cont1. St. Jude Hospital is a major customer and cannot

be displeased. I will remove or transfer Mr. Cruz.

2. Mr. Cruz is a loyal and hard working. I need to keeppeople like him even if it means losing customers.

3. I will stop answering calls, act ignorant of thewhole episode. 'Time will solve the problem'.

4. I will try to get Mr. Cruz and the HospitalSuperintendent together for discussion and try tocompromise over the differences.

5. I will move Mr. Cruz to a new and more importantproject - develop new business in the newly formedsub-region. St. Jude Hospital will have no problemwith the new sales representative.

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Apply Decision Making Evaluate Alternatives

Through careful analysis, the company mustcome up with the full picture of the situationthat will help the company in figuring the prosand cons of the actions to take. They cancome up with the negative results, like downmorality in working relationship. Or it could bethe best moves so not to suffer the income asa whole. But then, its not all about removingMr. Cruz from the area and give him anotherproject, its all about the morality and deeper

than that, check whether, it could be the bestdecision for the company so not to lose somePeso value and continue to nurture goodrelationship with the customer.

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Apply Decision Making Making the choice

After a careful and thorough selection ofalternatives, it is now the time to selectthe action which is less burden and

more beneficial, the best alternative forthis situation is to work on the conflictbetween the two party, try to reconcileboth party so not to be biased or

became one sided. Try to figure whatwould be the point of the customer andfix the conflict or indifferences.

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Apply Decision Making Implementing the decision

After the selection, show that strictimplementation follows so to convincethat your company is not just a

company that starts things but not get itover. After, reconciling the differences,and establishing what would be the

actions, make sure that everything isclear, none is overlooked so not todisappoint both side.

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Apply Decision Making Evaluating the decision

Effectiveness of the course of actiondoes not finish the solution but how it iseffective and beneficial for the

organization in general. For evaluation,see the outcome for the at least a monthor so and evaluate and documented the

scenario for future use or reference.

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Identify the decision making style you didto make a decision.

In making decision for the conflict, thecompany uses conceptual approach forthey tend to see the conflict and broaderperspective and futuristic as well. In

choosing to solve the conflict instead offavoring one side is the best answer for itdoes not lead to biased mind and the samecould be a help to solve personal conflict

between the two parties withoutcompromising the relationship of bothsides with the company.

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Thank youandGod Bless