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human element
can quickly cloud the decision-making process
emotions, prejudice, peer pressure, and personal interest can exert tremendous influence on the choices made
disclosure
is often an effective control method and balancing action, providing the participants have the power and independence to consider its impact and to act accordingly
objective analytical tools
the most effective way to deal with the human element is to turn it into an asset by using __________
step 1
[decision making and problem solving process] recognition that there is a problem or need for the manager’s intervention
step 2
[decision making and problem solving process] investigation and analysis of the cause and extent of the problem
step 3
[decision making and problem solving process] definition of the nature and boundaries of the problem
step 4
[decision making and problem solving process] identification of alternative solutions
step 5
[decision making and problem solving process] evaluation of each option, within the context of the management plan and objectives for the laboratory
step 6
[decision making and problem solving process] selection of the best alternative
step 7
[decision making and problem solving process] implementation of the solution
step 8
[decision making and problem solving process] follow-up on the success and progress of the decision, and institution of needed modifications
recognition
this step involves becoming aware that something is wrong and needs the attention of the manager
investigation
this step involves collecting data, interviewing staff, and gathering information that may shed light on the nature and seriousness of the problem
definition
this step involves defining the problem, meaning:
determining all the issues and aspects of the question,
including people,
equipment,
communication,
supplies, and the
work flow itself
deviation
a one-time, random human error
effectual problem
the symptom or surface sign that may hide the real cause of a problem
casual problem
the root cause of the problem
president lyndon johnson
this president once pointed out that when a problem has been defined, the solution often becomes obvious to all
identification of alternatives
this step involves the manager wishing to solicit advice from other members of the staff or even assign the problem to a committee to recommend solutions
qualitative
______ decision-making tools involve:
personal judgement,
solicitation of advice
personal judgement
skills in choosing between competing options
solicitation of advice
the act of asking for opinions, organizing a committee, seeking a consensus from colleagues and coworkers, and delegating the task to staff members
brainstorming
technique used in groups whereby everyone freely throws out ideas for later evaluation without regard for validity
synectics
group whose members are brought together as a problem-solving team
troubleshooting team
people with a variety of background are brought together as a _________________
nominal grouping
in a highly structured meeting, individuals write down their original idea and then present them to the group
group members then vote on and rank-order each suggestion secretly to discourage peer pressure and encourage creativity
delphi method
in a modification of nominal grouping, the put and opinions of experts and solicited on questionnaires before the meeting
more commonly used in making decisions in which forecasting future events or trends is important
systematic option review
involves prioritizing each option according to its apparent attractiveness
t chart
one popular format for evaluating facts and information
clarifies the opportunities and risks associated with each option and makes the selection process more objective
this technique has been borrowed from accounting
quantitative
_____ decision-making tools include:
both quality control measures and
financial date
operations research
one branch of management science that specializes in providing quantitative tools for decision-making
OR management
is the application of quantitative techniques to business situations
probability analysis
measures risk by assigning a value, expressed as a percentage, to the likelihood of a specific event occuring
is most useful when the manager is faced with choosing between several different options under conditions with significant risk or uncertainty
priori probability
this probability is obtained by deductions based on assumed conditions
empirical probability
this probability is determined by recording actual events over a specific period of time and calculating the number of times each event occurs
subjective probability
this probability is just that—subjective
payoff matrix and decision tree
are used to determine the financial impact of performing protein electrophoresis in the lab
queuing theory
provides recommendations for the number of staff (phlebotomists, clerks, technical personnel, and so on) needed to handle an unpredictable workload
was designed to determine the number of airline reservation clerks needed for a given time period and is now designed to determine the staffing requirements of a workstation
linear programming
a tool for allocating limited resources among competing needs
was designed to resolve the following problems:
limits and restraints on the availability of resources (staff, time, expenses)
constant need for decisions as to allocation of these limited resources among competing needs
pressure to maximize income and minimize losses
simulation
a developed model by a computer that closely duplicates the conditions found in real-life settings
these models attempt to identify important variables, which the manager can then manipulate to test the impact of different options on the system