“MANAGEMENT

DECISION: PROCESS
AND
IMPLEMENTATION
FOR SERVICE
ENTERPRISE”

GROUP MEMBERS:
CONSTANTINO, JOHN
VINCENT M.
ESCANDOR, CHARLES
VINCENT S.
MENDOZA, KYLA EUNICE
A.
QUINTANA, SAMANTHA
D.
REFUELA, MARY EIEL A.
MANAGING A TOLENTINO, JUSMINE S.

SERVICE ENTERPRISE SUBMITTED TO:

GROUP 3 (WRITTEN REPORT) PROF. MARY GRACE
DAGUISO
REPORTER: Tolentino, Jusmine S.
TOPIC: STEPS IN DECISION MAKING PROCESS

Steps in Decision-making Process

Decision making is the process of making choices by identifying a decision, gathering
information, and assessing alternative resolutions.
Using a step-by-step decision-making process can help you make more deliberate,
thoughtful decisions by organizing relevant information and defining alternatives. This
approach increases the chances that you will choose the most satisfying alternative
possible.

Step 1: Identify the decision that needs to be made

When you’re identifying the decision, ask yourself a few questions:
What is the problem that needs to be solved?
What is the goal you plan to achieve by implementing this decision
These questions are all common goal setting techniques that will ultimately help you
come up with possible solutions. When the problem is clearly defined, you then have
more information to come up with the best decision to solve the problem.

Step 2: Gather relevant information

Gathering information related to the decision being made is an important step to making
an informed decision. Does your team have any historical data as it relates to this
issue? Has anybody attempted to solve this problem before?
Effective decision making requires information from many different sources. Find
external resources, whether it’s doing market research, working with a consultant, or
talking to people who have relevant experience. Gathering information will help your
team identify different solutions to your problem.

Step 3: Identify alternative solutions

Since you already gathered relevant information, you can now identify possible
solutions to your problem. There is usually more than one option to consider when
trying to meet a goal. For example, if your company is trying to gain more engagement
on social media, your alternatives could include paid social advertisements, a change in
your organic social media strategy, or a combination of the two.
Step 4: Weigh the evidence
This is when you take all of the different solutions you’ve come up with and analyze how
they would address your initial problem. Your team begins identifying the pros and cons
of each option, and eliminating alternatives from those choices
There are a few common ways your team can analyze and weigh the evidence of
options:
Pros and cons list
SWOT analysis
Decision matrix

Step 5: Choose among the alternatives

The next step is to make your final decision. Consider all of the information you’ve
collected and how this decision may affect you and the others. Choosing just one
decision can mean losing benefits in others. If you can, try and find options that go
beyond just the alternatives presented.

Step 6: Take action

Take the time to create an implementation plan so that your team is on the same page
for next steps. Then it’s time to put your plan into action and monitor progress to
determine whether or not this decision was a good one.

Step 7: Review your decision and its impact

Once you’ve made a decision, you can monitor the success metrics you outlined in step
1. This is how you determine whether or not this solution meets your team’s criteria of
success
Here are a few questions to consider when reviewing your decision:
Did it solve the problem your team identified in step 1?
Did this decision impact your team in a positive or negative way?
If this solution was not the best alternative, this will enable your team to quickly adapt to
changes, and make the best decisions with the resources they have.
REPORTER: Refuela, Mary Eriel A.
TOPIC: DATA-DRIVEN DECISION MAKING
Data Driven
● Data-driven decision making (DDDM) involves making decisions that are backed
up by hard data rather than making decisions that are intuitive or based on
observation alone.
● It provides predictions when they have the right variables, and when there is
good data and lots of it.
● To have a good data-driven Decision making process you must follow these
process

● Define Objective by knowing the plans and goals

● Define data sources by knowing everything need in decision making
● Collecting and gathering data to the environment by knowing their wants and needs
● Clean, Prepare and organize the things that you gather from people or environment
● Then analyze all the data collected know the percentage whether that decision if the
best thing to do
● After that make a final and the best decision
● Then after that wait for the results
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REPORTER: Quintana, Samantha D.

TOPIC: CHALLENGES IN THE DECISION-MAKING PROCESS

CHALLENGES IN THE DECISION MAKING PROCESS

What is decision making?

- It is the way of acquiring or making choices by identifying decision, in which an
individual can gather or collect information, and assessing alternative resolutions
in its simplest sense, decision making is the act of choosing between two or
more courses of action, it can also the wider process of problem solving.
- This is a kind of process in which it assists the organization detecting problems
and providing potential solutions. By gathering relevant information and defining
alternative solutions to a problem, the step-by-step decision-making process can
assist organizations in making international and thoughtful decisions.
The decision-making process begins with an examination of the nature of the problem,
and it is followed by the generation evaluation of potential solutions, and concludes with
the selection of a solution, and it is made up of 5 stages:
● STAGE 1 : EXAMINATION OF THE NATURE PROBLEM
 - Detecting the problem :  Must look into the possibility of integrating resources
and enhancing the use of shared or existing facilities. This creates a systematic
approach to selecting from existing facilities, evaluating different phases to
provide a perspective that goes beyond a cost or financial analysis.
- Fix objectives : A checklist has been proposed to set an objective for the
success of the decision model. The checklist determines whether or not the
proposed overall goal falls into the SMART objectives category.
- Recognize the problem : This process identifies whether the discovered issue is
strategic or non-operational. If the problem is strategic, the decision model's
normal sequence must be followed. However, if the decision is operational, the
third step can be taken.
- Set up decision making group : This method aids in selecting the most
appropriate decision-making group based on the nature of the problem and the
organizational situation. The decision group was comprised of employees from
various departments. There are eight people in the group.
The idea behind this diverse group of society's sectors or departments is to create a
more objective vision while achieving the best solution to apply.
● STAGE 2 : CREATION OF POSSIBLE SOLUTION
- Collect and examine of data : Due to a lack of available historical data, each
institution underwent a SWOT analysis to identify its strengths, weaknesses,
opportunities, and threats or dangers.
- Apply creative solutions generating techniques : Following several meetings and
group discussions in which the decision-making group actively participated in
creative solutions, some scenarios were presented, with each scenario being
evaluated based on its convenience and acceptability.
● STAGE 3 : SELECTION AMONG POSSIBLE SOLUTIONS
- Identify evaluation on criteria : It assesses the criteria used to compare potential
solutions. It is determined by the decision-making group whether or not the
decision is acceptable.
- Convenience test for each facility
- Desirability test for facility
- Applying decision rule
- Choosing a solution
● STAGE 4 : IMPLEMENT DECISION
- It should be noted that the solution will not only transform the facility into a
coordinated hub covering all wire line services, but will also be expanded to
other solutions to be implemented for the other facilities based on brainstorming
and discussion sessions conducted using the decision model.
● STAGE 5 : FOLLOW UP AND CONTROL
- Facilities management must be able to support the properly implemented
structure with a shared application that controls and collects all information from
multiple tasks and services.

7 COMMON CHALLENGES IN THE DECISION MAKING PROCESS

1. Information overload
 - Renouncing a lot of information is most often perceived as advantageous, but if
that information is not properly collated or is only available through a variety of
methods, processing it all can become overwhelming. You should be
accustomed to gaining access to the type of user-friendly data that is critical to
your decision-making options, or you may feel misguided and confused.
2. Not having enough information
- It's also terrible if you don't have enough information to back up your decision;
and you should definitely be up to date on all relevant information in order to
come up with the best solution for any problem.
3. Misidentifying the problem
- The issues surrounding your decision will be obvious in many cases. However,
there will be times when the decision is complex and you are unsure of where
the main issue is, as the underlying cause may be elusive. Conducting thorough
research, receiving useful data, and speaking with internal experts could all help
to alleviate the situation.
4. Overconfidence in the outcome
- We are not dismissing the importance of positive thinking; rather, we
recommend that you identify realistic, viable, and achievable options rather than
overly optimistic and unrealistic ones.
5. Impulsiveness
- If decisions are made too quickly, stress, time constraints, or any other
circumstance, such as the pressure to decide on a course of action, can
compromise the desired results. You might inadvertently overlook critical
information or overlook the impact of some action or another on the team.
6. Opinions and objectivity
- It is natural to involve others in decision-making, but you must avoid falling victim
to something akin to the halo effect (preconceived ideas and prejudices based
solely upon appearances). Try to be objective in your decision-making—
compliance, safety, and the bottom line should all come first and that can only
be accomplished with objective data.
7. Not a one-off
- If you make a decision, you must follow up on it to determine whether it was truly
the correct one; it may be a way to improve your decision-making process and
establish a useful precedent if you need to take a similar step in the future.
Why decision making is important ?
- Decision making is essential in any business. Every business faces a unique set
of challenges in this area, and fleets are no exception. A sound decision-making
process entails solving problems by examining various solutions and deciding on
a course of action, even if the path is not always smooth and fraught with pitfalls.
- It also aids in resolving problems quickly and establishes decision-makers in a
leadership position Strong decisions should be unbiased and free of any
emotional influences that might cause us to overlook flaws. Such decision-
making should be transparent and logical as well.
7 steps to effective decision making process :
1. Identify the decision
 - You realize you must make a decision. Attempt to define the nature of the
decision you must make. This is a critical first step.
2. Gather relevant information
- Before making a decision, gather some relevant information: what information is
required, the best sources of information, and how to obtain it. This step requires
both internal and external "work." Some information is internal: you'll seek it
through self-evaluation. Other information is obtained from outside sources,
such as the internet, books, other people, and other sources.
3. Identify the alternatives
- As you gather information, you will most likely identify several potential courses
of action, or alternatives. You can also create new alternatives by using your
imagination and additional information. In this step, you will create a list of all
viable and desirable alternatives.
4. Weigh the evidence
- Use your knowledge and emotions to imagine what it would be like if you
followed through on all of the alternatives. Determine whether each alternative
would meet or resolve the need identified in Step 1. As you progress through
this difficult internal process, you will begin to favor certain alternatives: those
that appear to have a better chance of achieving your goal. Finally, prioritize the
alternatives based on your personal value system.
5. Choose among alternatives
- After you've considered all of the evidence, you're ready to choose the option
that appears to be the best fit for you. You can even select a combination of
options. Step 5's option will almost certainly be the same or similar to the
alternative at the top of your list at the end of Step 4.
6. Take action
- You are now ready to take positive action by implementing the alternative you
selected in Step 5.
7. Review your decisions and consequences
- Therefore, the end of the process, consider the outcome of your decision and
assess whether it met the need you identified in Step 1. If the decision did not
meet the identified need, you may want to go through the process again to make
a new decision. For example, you might want to gather more detailed or slightly
different information, or you might want to consider other options.

Conclusion
- Making decisions is a difficult aspect of any business. Some decisions are
obvious and can be made quickly, while others are complex and require much
more time. The groups make some of the decisions.

References:
 o https://l.facebook.com/l.php?u=https%3A%2F%2Fwww-transpoco-
com.cdn.ampproject.org%2Fv%2Fs%2Fwww.transpoco.com%2Fblog%2F7-
common-challenges-related-to-the-decision-making-process-in-fleets
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%252Fwww.transpoco.com%252Fblog%252F7-common-challenges-related-
to-the-decision-making-process-in-
fleets&h=AT0F0Bp8vm_0ZV5yqvf0Eh_389NZdasWU_Yx7TEs2ClaLnXVT9rY
cZi4joxz_UxLs7wnMB03TiWDHTqNkA-JfBVmd-PPZ-
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o https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.umassd.edu
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o https://edubirdie.com/examples/problems-and-challenges-of-decision-
making-process-in-schlumberger/?fbclid=IwAR0AWZYbAJ4csO3vqscIxH-
4kk05j-KaHe7HcXPFzgBaM6AnK1Fe61RePig

REPORTER: Mendoza, Kyla Eunice A.

TOPIC: TYPES OF DECISION MAKING MODELS
Types of decision-making models
● Rational behavior refers to a decision-making process that is based on making
choices that result in an optimal level of benefit or utility. Rational choice theory is
an economic theory that assumes rational behavior on the part of individuals.
 ● Bounded rationality- limits on the capabilities of people to deal with complexity,
process information and pursue rational aims. Bounded rationality prevents
parties to a CONTRACT from contemplating or enumerating every contingency
that might arise during a TRANSACTION, so preventing them from writing
complete contracts.
● Intuitive- The Simple Logic Behind Finance focuses on an intuitive appreciation
of the fundamental concepts of finance and the ability to understand how these
concepts are useful for decision making.
● Creative- Creative decision-making is the ability to consider all perspectives and
solve a problem in a new way. It can establish new or better alternatives, offer a
new method or even help discover a new product or service for a business to
offer.
●

REPORTER: Escandor, Charles Vincent S.

TOPIC: DECISION MANAGEMENT
WHAT IS DECISION MANAGEMENT?

- Decision management is a process or set of processes for improving and

streamlining action items.
- Decision management is the combination of machine learning with business
rules to help organizations understand the appropriate actions to take in a
process. Typically, companies use decision management as part of a larger
business automation approach for business operations.
THE GOAL OF DECISION MANAGEMENT

- The goal of decision management is to improve the decision-making

process by using all available information to increase the precision,
consistency, and agility of decisions and making good choices by taking
known risks and time constraints into consideration.
- Decision management makes use of tools such as business rules, business
intelligence (BI), continuous improvement (kaizen), artificial intelligence (AI), and
predictive analytics.
HOW DO BUSINESS RULES AFFECT DECISION MANAGEMENT?

- Business rules are the cornerstone of decision management. When the

automation system comes to a decision point in the workflow, the software
uses a business rule to decide what happens next.
- Business rules consist of a conditional statement and then an action to take
depending on which condition is met. You can modify business rules as your
processes or situations change.

WHAT ROLE DOES DECISION MANAGEMENT PLAY IN BUSINESS PROCESS

AUTOMATION?

- Business process automation (BPM) is often simply called business

automation. It refers to the process of automating as many tasks as
possible.
 - Organizations are turning to automation software that is powered by AI and
incorporates best practices across all workflows — all in the name of creating
faster, digital customer experiences and optimizing internal processes.
To complete the process of business automation, organizations use four steps for each
process:

Discover: Identify opportunities for improvement.

Decide: Determine the course of action.

Act: Create business applications to quickly address changing requirements.

Optimize: Augment the workforce with AI-powered automation optimization.

BENEFITS OF DECISION MANAGEMENT

1. Empowered employees - With no- or low-code software, almost all employees

can use decision management without additional support to automate tasks by
defining business rules and creating models.

- In addition to creating more efficiencies, employees can test out-of-the box ideas
on their own, which encourages innovation.

2. Reduced errors - Even the best employee is going to make a mistake, such as
submitting the wrong work request for a new employee or missing a potential
return fraud.

- For many previously manual tasks, decision management significantly increases

accuracy.

3. Smarter decisions - With decision management, the decisions are based on

data and business rules instead of allowing human emotion or bias into the
process.

- Additionally, decision management can be programmed to include data from

other similar decisions, machine learning can also be applied to gain insight from other
employees’ projects.
 4. More engaged employees - Because decision management reduces manual
tasks, employees are often more satisfied with their jobs.

- Organizations can then use the additional resources for tasks requiring the
human touch, such as customer service or brainstorming.

References:

https://www.techtarget.com/whatis/definition/decision-management

https://www.ibm.com/cloud/blog/decision-management

REPORTER: Constantino, John Vincent M.

TOPIC: EFFECTIVE MANAGEMENT STRATEGIES FOR SERVICE BUSINESS

‘EFFECTIVE MANAGEMENT STRATEGIES FOR SERVICE BUSINESS’

Definition
⮚ The management strategies for a service business are the drivers of the failure
and success of the business. These management strategies for service
businesses help you to reach the right customer and to maintain a relationship
with them. Service businesses include freelancing, content writing, banking, air
ticketing, financial analysts, managing online inventory, and many more. It is a
type of business where you do not sell physical products. In a service business,
you become your very own product and what you sell is not a service but your
own self, your skills, your expertise, your capabilities, and your talents. The
success of your service business truly depends on the way you deal with your
customers.

Key management strategies for service business

⮚ Services business involves direct interaction with your customers. The sole
objective of a service business is to satisfy customer expectations by delivering
what they want. To attain maximum outputs from your service business, your
management should follow these steps:
● Know who your customers are: Always meet their expectations and
deliver them what they expect from your service, set strategies to respond
to customers’ needs, serve them as per their demand, maintain a profile
for recording customers’ wants and needs so that you can understand the
current demand, evaluate your performance by evaluating customers’
 feedback, express gratitude towards the client’s work, and listen to your
customers.
● Treat customers well: Do their work in a professional way, treat your
customers with respect, and make them feel important.
● Fulfill your commitments with customers: Always meet the deadlines,
even at the price of sacrificing money or your personal activity, build a
dependability reputation, do extra, but don’t charge an additional cost for
meeting your commitments, and always focus on implementing process
improvement strategies.
● Maintain confidentiality: Always keep your client’s confidential
information protected, do not exploit their personal information, avoid
sharing their data with any third party without their consent, and always
honor your customer.
● Be open to your customers: Tell them your policies and rules, make the
original agreements clear, inform them about cost implications for any
tasks, define the procedures undergone in a specific task, and do not
hesitate to discuss payment schedules or fees.
● Protect the interest of your business and customers: Get your
business insured by an appropriate insurance company, make the safety
of your customers and premises your priority, and get safeguard against
professional liability.
● Know your capacity: Hard-working is good but do not accept too many
jobs, accept what you are capable of doing only, and make commitments
only for the things you can deliver.
● It is okay to say ‘NO’: Do not accept work that you are unable to do, do
not promise a deadline that you cannot meet, avoid overburdening
yourself, stay true to customers always and avoid false promises.
● Inform your customers of the truth: If you expect delays in meeting
deadlines, inform your customers and apologize to them for not making
your promises.