Greyhound Lines free essay sample

The problems are time consuming to response the telephone calls, congestion, system crash, long waiting period, poor customer services and lose of customer confidence. 1. Was the decision facing Greyhound executives, programmed or non-programmed? Decisions made by a manager can be classified as programmed and non-programmed (Schermerhorn, 2011). Programmed decisions refer to solutions that are planned in advance from the previous experience and execute it to solve the routine problems (Majumdar, 2010). Managers use these decisions to solve common, direct and anticipated problems (Ramarao, 2010). On the other hand, non-programmed decisions refer to specific solutions that are made for unstructured problems (Majumdar, 2010). These problems are new and unanticipated (Majumdar, 2010). A manager has to resolve the problems in a condition of uncertainties and lack of information (Ramarao, 2010). Some non-programmed decisions must be made in time of crisis which means that an unpredictable problem can lead to tragedy if not being figured out immediately and properly (Schermerhorn, 2011). We will write a custom essay sample on Greyhound Lines or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Greyhound executives faced non-programmed decisions. The problems can be proved in the case study, ‘the company was operating on paper-thin margins and could not afford to dispatch nearly empty vehicles or have buses and drivers on call to meet surges in demand’ and solved by ‘put together a reorganization plan that called massive cut in personnel, routes and services, along with the computerization of everything from passenger reservations to fleet scheduling’. Apart from that, the introduction of Trips created problems. Examples given in the case study are ‘the time Greyhound operators spent responding to telephone calls dramatically increased’, ‘many callers could not even get through because of problems in the new switching mechanism’, ‘the computers were so swamped that it sometimes took 45 seconds to respond to a single keystroke and five minutes to print a ticket. The system crashed so often that agents frequently had to hand-write tickets’ and ‘customers stood in long lines’, ‘missed connections’. Non-programmed decisions should be applied in these situations. Based on the case study, the reduction of workforce lead to few problems, which are ‘discourtesy to customers increased’ and ‘the number of passengers plunged sharply, and regional rivals continued to pick off Greyhound’s dissatisfied customers’. Greyhound executives faced non-programmed decision to overcome the problems. In my opinion, Greyhound executives should improve the decision made to ensure the company development. 2. Do you think Greyhound executive should have used the classical model, administrative model, political model or judgmental heuristics approach? Which do you believe they used? Discuss. Classical model is a prescriptive model (Schermerhorn, 2011). Manager that practices classical model achieves goals that are known and agreed upon, strives for certainty by consolidating complete data, owns good criteria to evaluate alternatives, makes decisions rationally and logically based on economic condition (Joshi, 2011). On the contrary, manager that implants administrative model is an intuitive thinker (Schermerhorn, 2011). Individual makes decisions in a situation that is full of ambiguities, lack of knowledge on the options and their results (Joshi, 2011). The satisfying decision is the first alternative that comes to mind (Schermerhorn, 2011). Decision making focuses on organizational rather than economic condition (Joshi, 2011). Political model emphasize on coalition building among members in organization (Bartol, 2008). Decisions made are complex because of the closely resembles of the real situation in which most managers and decision makers operate (Bartol, 2008). Disagreement and conflict over problem and solutions occur. Judgmental heuristics approach is created by 2 concepts, which are availability heuristics and satisfying (Schermerhorn, 2011). Availability heuristic is a decision maker’s propensity to base decisions on information that is readily available in the past experience (Schermerhorn, 2011). Satisfying is choosing a method to solve a problem that meets a minimum level of acceptance (Schermerhorn, 2011). Greyhound executives should have used classical model instead of administrative model. They should clearly define the problems before making decision. According to case study, roblems such as ‘the time Greyhound operators spent responding to telephone calls dramatically increased’ and ‘discourtesy to customers increased’ will not happened if they manage to clarify the problems before applying the solutions. Greyhound executives introduced a new system with the employees have limited knowledge on the system itself. This can be shown in the case study, Ã¢â‚¬Ë œthe human resources department pointed out that terminal workers often had less than a high school education and would need extensive training before they could be expected to use the system effectively’. They should introduce a system in a condition of certainty. Besides, they should consider all the suggestions made by the member of the organization before consolidating an optimizing decision. Nevertheless, they failed to do so and this is shown in the case study, ‘To reduce operating costs and improve customer service, Greyhound’s top executives put together a reorganization plan that called massive cut in personnel, routes and services, along with the computerization of everything from passenger reservations to fleet scheduling. However, middle managers disagreed with the plan’. In conclusion, Greyhound executives should have used classical model to solve the problems, which is an individual making decisions with the complete information. 3. Analyze the Greyhound’s case in term of the five steps of managerial decision-making process. Do you think top executives paid adequate attention to all the steps of the decision-making process? If you were a Greyhound executive, what would you do now and why? Managerial decision-making process is divided into five steps. They are identifying and defining the problem, generate and evaluate possible alternatives, select a preferred solution, apply the solution and evaluate the outcomes (Cliffs Notes, 2012). Identifying and defining the problems is the first step in decision-making process. This stage plays a crucial role in determining the way to resolve a problem (Schermerhorn, 2011). Greyhound executives did this step. The problem faced by Greyhound are clearly stated in the case study, which is ‘the company was operating on paper-thin margins and could not afford to dispatch nearly empty vehicles or have buses and drivers on call to meet surges in demand’. Next step is generating and evaluating possible alternatives. More information is collected and analysed to generate the alternatives (Cliffs Notes, 2012). The pros and cons of the possible solutions should be clearly stated. This stage encourages the commitment of more people in order to generate more ideas. Cost-benefit analysis is using in this stage by comparing the cost and the expected benefits of an alternative (Schermerhorn, 2011). Greyhound executive did not commit this step as they have no time to bring out lot of alternatives. After generated and evaluated the possible alternatives, we should choose a preferred solution (Cliffs Notes, 2012). Classical model and behavioral decision model can be seen clearly in choosing a solution (Schermerhorn, 2011). Classical model describes an individual making decision with complete information in a certain situation (Joshi, 2011). Behavioral decision making model describes an individual choosing solution with incomplete information in an uncertain situation (Schermerhorn, 2011). Since the Greyhound executives did not generate alternatives, they choose the first satisfying alternative that comes to the mind. Once the solution is being chosen, we should implement the solution. Actions will be taken to solve the problems. Goals are set to be achieved (Schermerhorn, 2011). According to the case study, Greyhound executives accomplish this stage by ‘putting together a reorganization plan that called massive cut in personnel, routes and services, along with the computerization of everything from passenger reservations to fleet scheduling’ in order to cut down the operating cost and improve customer service. Lastly, results should be evaluated to complete the decision-making process. If the expected results are not achieved, the process must be recycled for corrective purpose (Schermerhorn, 2011). Based on the case study, ‘many felt that huge workforce reductions would only exacerbate the company’s real problem regarding customer service’, the executives should formulate corrective solutions after knowing the alternative that being chosen is failed. However, they did nothing in this stage. In a nutshell, Greyhound executives actually accomplish the first and the forth steps and partially or did not accomplish the other steps. If I am a Greyhound executive, I will create a 24 hours customer service hotline. This helps the company to collect and gather the customer feedback. Then, the company executive will analyze the collected data and response to the customer’s complaints. By doing this, the company can improve customer service and built up the customer confidence. Furthermore, Greyhound Lines should hire more experienced and higher education employees to operate Trips. Other than that, providing extensive training to the existing employees is another way to improve the knowledge on operating the computerized systems.

Morrie essays

Morrie essays If you knew that you only had a few months left to live, what would you do? Would you "wither up and disappear", or make the best of your time left. Morrie Schwartz (Tuesdays With Morrie) chose to touch others lives with the knowledge and experience he had gained througout his life as a teacher. "Look, no matter where you live, the biggest defect we human beings have is our short sightedness. We don't see what could be. We should be looking at our potential, stretching ourselves into everything we can become." This is a powerful quote that really made me realize that one must always be looking forward in his life. One must look into his heart to find the goals and dreams that he really wants to attain. A person must not dwell on past experiences and faliures, but keep striving for his beliefs and dreams. Morrie also talks about the material things that seem to consume today's society. "We put our values into the wrong things. And it leads to very disillusioned lives." This section made me realize how materlistic our society has become. People generally do judge one another based on the amount of money they make,the kind of job they have, the clothes they wear, or the car they drive. Society must look beyond the material things and see people for who they really are. They need to judge people based on what comes from the heart and not from their wallet. In conclusion, Tuesdays With Morrie is an important novel that truly teaches the value of life. It provoked a number of thoughts that I had never really considered. After reading this novel I can honestly say that I began looking at life in a whole new respect. I was able to look at the bright side of each day, and treat people with the respect that they deserve. ...

Economic Essay Example | Topics and Well Written Essays - 1000 words

Economic - Essay Example This has caused concern for a number of factors in the market to include the banking and construction industry. When a low turn-over of homes occurs, new construction stalls and peters out and older pre-existing homes may cause a short burst in refurbishment industries but inventory movement remains stale. According to the media report, trust in real estate as an investment vehicle has declined by half since 2003. As with all complex phenomenon, a number factors explain why it is happening the way it is. Over time, the housing industry will find equilibrium as housing prices drop to a level the market deems sufficient for decreased prices and buyers may start purchasing again. One can anticipate the construction trades getting hit the hardest and see lay-offs and smaller contracting companies going under. Home improvement goods and services may see an uptick in business as more homeowners seek to repair or improve present dwellings instead of buying another home. Who are the key stak eholders that are impacted by the issue outlined in the report? Include a discussion of all groups that may be impacted by the issue raised in this report Highlight what you believe the main impacts will be in outline who you believe will be impacted most The construction companies and potential homeowners are the most severely affected groups here. The bankers will suffer only in the departments directly related to issuing and maintaining mortgage notes and securities. Of course, if the loans are packaged and leave the local lenders to be securitized in bundles of investments, the effect will only be on the amount of loan traffic coming into the local lending institutions. The construction trade tends to attract both unskilled and skilled laborers whose seasons of employment will most severely affected by the downturn of sales. Entire swaths of the industry will suffer a dearth of employment especially affecting the unskilled laborer. The skilled laborers do have the opportunity to move directly to providing services to remodel and refurbish existing homes for homeowners who find the prospect of buying a new home burdensome right now. What economic theories can be drawn from this media report? List and discuss what economic theories you can find in this article Provide a brief outline of the theory you are highlighting Provide evidence from the article to support these theories. Remember there may be more than one theory to discuss The Law of Supply and Demand is the most important economic theory to be considered in this media report. In its simplest form, it demonstrates that limitations or constraints on either supply or demand will have an effect on price (Kirzner, 2000). Prices, when unfettered, are the clearest signals for how to rationally allocate scarce or abundant economic resources. Economics at its most basic is the examination of the rational (or sometimes irrational, as in bubbles) allocation of goods and services. One important note, it is rele vant in a market or mixed economy but not necessarily in central planning or socialist economies where the Law of Supply and Demand tends to be fogged by irrational price signals and gross misallocation since the end-users don’t have a vote with their feet. The Law assumes that there is a price equilibrium at which producers and