PS2-Y15 Alexus Ontiveros
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Palo Alto College *
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2303
Subject
Information Systems
Date
Dec 6, 2023
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docx
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2
Uploaded by lexy12monkey
Alexus Ontiveros
Using Adaptive
Techniques
Practice using adaptive techniques by finding solutions for common
problems. Complete the following steps.
1.
Save this file with a new name
Click the File tab, click Save As, add your name to the end of the filename, then
click Save.
For example, save this file as
PS2-Y15 Sharon Rodriguez.docx
.
2.
Get ready
Read each of the following problem descriptions.
1.
Nancy McDonald trains and manages all of the customer service
representatives at Quest Specialty Travel, which includes up to eight
employees working at the same time with customers on the phone or in
person. The problem is that sales of extra and supplemental services such as
travel insurance are low, though customer service reps have a script to
encourage sales of these items.
2.
Ellen Latsky is the tour developer for Quest’s European tours. She thinks the
Tuscan Adventure tour should be one of Quest’s most popular tours.
Customers report that the price is too high, the 12-day tour is too long, and
the size of the tour group is too large. Ellen wants to eliminate that tour and
design a new one, which would be a major change for Quest.
3.
As marketing director for Quest, Ron Dawson needs to increase sales overall
for the company. He usually encourages tour developers and salespeople to
pursue the typical Quest customer: married baby boomers in the 41-60 year-
old age group who do not have children living at home and have household
incomes over $75,000 per year. He wants to open new markets, such as
younger travelers, travelers with disabilities, and specialty group travel, such
as for clubs and alumni associations. However, salespeople fear that they
won’t be able to sell as many tours to these new markets and their bonuses
will be decreased.
4.
Juan Ramirez, head of the Human Resources Department at Quest, has been
interviewing potential tour assistants. If Quest does increase its tour sales by
12 percent as expected, the company will need more tour assistants. If it
doesn’t increase sales, the company will need to lay off tour assistants.
3.
Now you try it
You Try It
In the following space, note which type of adaptive technique would be
appropriate to use when solving Problem 1. Give an example of a solution to
the problem.
Manage by expectation.
Allow extra time to concentrate on the most important issue. For example, travel
insurance is low. Maybe removing or changing the script to allow sales agents more
time to engage with customers.
In the following space, note which type of adaptive technique would be
appropriate to use when solving Problem 2. Give an example of a solution to the
problem.
Delay decisions
Quest is having trouble understanding why the Tuscan Adventure tour is not
receiving the feedback they had hoped. But instead of eliminating the tour
completely quest should slow down and delay a single course of action. Find time
to develop other options and gather more information.
In the following space, note which type of adaptive technique would be
appropriate to use when solving Problem 3. Give an example of a solution to the
problem.
Stagger your decisions.
Ron Dawson wants to make huge changes allowing younger travelers, travelers
with disabilities, and special groups. He should ensure
to make incremental
choices first.
In the following space, note which type of adaptive technique would be
appropriate to use when solving Problem 4. Give an example of a solution to the
problem.
Hedge your bets.
Quest should look for more than one solution that includes multiple options to
help the company increase revenue and allow Quest to hire more employees.
Submit the document to your instructor as requested.
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