Question

Larry is the CEO of a chain of fast food restaurants that operates all over the U.S. It comes to his notice that one of the branches in Boston has received a lot of complaints from customers who claim that the staff is rude and the service is delayed. Larry arranges to get feedback from customers of the branch in question. In the context of the incremental decision model, Larry is in the _____ phase of the decision sequence.

Answer 1

Larry is in the 'intelligence phase' of the incremental decision model, gathering feedback to assess problems in a Boston fast food branch.

Step-by-step explanation:

Larry, the CEO of a fast food restaurant chain, is currently in the intelligence phase of the incremental decision model. In this phase, he is recognizing there is a problem at one of the branches due to customer complaints about rude staff and delayed service. To address this, he has decided to gather feedback from customers to assess the situation comprehensively.

This is analogous to the situation presented where a lunch-hour manager at Gavi's Fast Food Restaurant recognized a problem based on customer complaints and took action to resolve it by implementing floor markings. The result was a marked improvement in customer service and employee stress levels. Similarly, by collecting feedback, Larry can identify specific improvement areas and make incremental adjustments in the branch's operations.

Answer 2

The correct answer is Identification

Problem Identification

Most of the time, a decision aims to solve a problem. Therefore, it is important to identify the nature of the issue to be resolved and to delimit it.

This step is crucial because, at the end of the process, the decision taken must be in accordance with the problem identified. Otherwise, chances are good that you will make an ineffective decision that cannot bring you the solution you need.