Jhoanna Mary E.

Pescasio

Let us examine the problem faced by Mr. Perez, Regional Manager of Alpha Pharmacy Inc. API makes and distributes products from more than 10 international pharmaceutical and health care companies. Mr. Perez is responsible for managing existing clients and also to get new clients. He manages a number of sales representatives. Important customers have a dedicated sales representative, while other sales representatives try to get new clients.

One day an employee of one the important customer (St. Jude Hospital) called Mr. Perez and complained that Mr. Cruz (the sales representative) was ineffective and insisted he be removed, or else they would 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. Cruz and the hospital superintendent. The track record of Mr. Cruz was good and he was liked within the company. Dismissing him or even transferring him to a new region will affect the morale of the work force. St. Jude Hospital is a major customer and gives good business. Losing the hospital is not an option. Therefore the demands of the hospital have to be met.

Question:
If you are the Manager of the company, how will you resolve this issue?

Managers are pulled in different directions constantly. They are tasked with ensuring their managers are updated on their activities, the work of the organization is done and their employees' needs are met. Managers make decisions each day that can positively or adversely affect the goals of an organization or a manager in any type of business or field, making decisions and solving problems is a major portion of the job. Learning to make good decisions and to problem solve can actually be enjoyable to these employees when they are able to use games and exercises that help them teambuild and gain self-confidence. Many such exercises can be carried out using a few simple, inexpensive materials.

Apply Decision Making

Identifying and diagnosing the problem Identify why there is some misunderstanding or trouble between Mr. Cruz and the customer. Figure out whether the problem is personal in nature between the customer and the representative or the conflict is due to misbehavior of the latter.

Apply Decision Making

Generating Alternative solutions Various criteria must first be established in both parts, the concerns of the representative and the customer. In identifying the decision criteria, determined the advantages and disadvantages of course of actions available for the company. In giving another assignment for Mr. Cruz, is the action does not affect the morality of the company?

Cont
Is does not affect others employees perception to the company as a whole especially to the management as a d good decision makers? For the side of the customer, if the action is to remove the representative, it does change the situation or it will be just the same? Below are the alternatives available for Mr. Perez:

Cont
1. 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 keep people like him even if it means losing customers. 3. I will stop answering calls, act ignorant of the whole episode. 'Time will solve the problem'. 4. I will try to get Mr. Cruz and the Hospital Superintendent together for discussion and try to compromise over the differences. 5. I will move Mr. Cruz to a new and more important project - develop new business in the newly formed sub-region. St. Jude Hospital will have no problem with the new sales representative.

Apply Decision Making

Evaluate Alternatives Through careful analysis, the company must come up with the full picture of the situation that will help the company in figuring the pros and cons of the actions to take. They can come up with the negative results, like down morality in working relationship. Or it could be the best moves so not to suffer the income as a whole. But then, its not all about removing Mr. Cruz from the area and give him another project, its all about the morality and deeper than that, check whether, it could be the best decision for the company so not to lose some Peso value and continue to nurture good relationship with the customer.

Apply Decision Making

Making the choice After a careful and thorough selection of alternatives, it is now the time to select the action which is less burden and more beneficial, the best alternative for this situation is to work on the conflict between the two party, try to reconcile both party so not to be biased or became one sided. Try to figure what would be the point of the customer and fix the conflict or indifferences.

Apply Decision Making

Implementing the decision After the selection, show that strict implementation follows so to convince that your company is not just a company that starts things but not get it over. After, reconciling the differences, and establishing what would be the actions, make sure that everything is clear, none is overlooked so not to disappoint both side.

Apply Decision Making

Evaluating the decision Effectiveness of the course of action does not finish the solution but how it is effective and beneficial for the organization in general. For evaluation, see the outcome for the at least a month or so and evaluate and documented the scenario for future use or reference.

Identify the decision making style you did to make a decision. In making decision for the conflict, the company uses conceptual approach for they tend to see the conflict and broader perspective and futuristic as well. In choosing to solve the conflict instead of favoring one side is the best answer for it does not lead to biased mind and the same could be a help to solve personal conflict between the two parties without compromising the relationship of both sides with the company.

Thank you and God Bless