Final answer:
Fiona in customer relations makes operational decisions based on her past experience and her employee manual. These decisions are structured and aim at ensuring customer satisfaction. For more complex decisions, tools like the Decision Making Matrix can be used, although Fiona's role seems to require less of such tools.
Step-by-step explanation:
Fiona works in customer relations where she primarily makes operational decisions based on her experience and the information provided in the employee manual.
These decisions are usually routine and follow established guidelines or policies, as Fiona encounters situations she has solved in the past, indicating that the decisions she makes are largely programmatic or structured. By adhering to the manual and drawing from her own experience, she ensures consistent and efficient resolution of customer issues, which is a key aspect of her role in ensuring customer satisfaction.
A Decision Making Matrix is an example of a tool that could be used in situations where decisions are less clear-cut. This matrix helps in evaluating options based on their impacts and the likelihood of different outcomes. In Fiona's case, however, because the problems she encounters are typically well-documented in the manual, the necessity for complex decision-making tools is diminished, as she is likely making more procedural decisions.