PS2-Y15 Darrielle Booth

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Cerro Coso Community College *

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C222

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Management

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Feb 20, 2024

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docx

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Darrielle Booth 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. For this problem I would use the adaptive technique Delay and Defer. The customer service reps are having a hard time helping close the sales gaps on supplemental services. Nancy should put in place a plan to reach a sales goal per day that can be measured weekly. She can have them use their scripts to make a minimum of 1 sale a week. The sales can be put on a log and tallied at the end of the week. The person who makes the most sales that week will get some prize. This way there is an incentive. Measure the sales progress after a month and revisit the issue at that time. This will delay your problem and defer having to make an absolute decision until later. 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. For this problem I would use the adaptive method “ Hedge your bets”. There is no reason to get rid of the tour altogether at this point when there are multiple approaches to this problem that can be taken. The 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.” The tour price should be brought down to a lower price. The 12-day tour can be brought down to 7 days. Lastly, the group size can be reduced to 8 people. The logic behind this is that: “By using more than one approach, you are more likely to have some success— even if one approach doesn't work” - Illustrated course guides: Problem solving and decision making / Jeff Butterfield.

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. To resolve this problem the Manage by exception technique. Ron, should focus on one thing and at this time he can focus on marketing tours to young travelers. Younger travelers from ages 21-25 are likely to have more disposable income through the year and have availability to travel as they are likely to not have children. Ron can market to the spring break crowd etc. He shouldn’t spread himself too thin. Take care of one thing at a time. 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. To resolve this problem, I would suggest the Delay or defer technique. When the time comes to assess whether or not the 12 percent increase has happened or not is the time to start planning. Plans can be made to increase or decrease staff once the numbers come in. Submit the document to your instructor as requested.

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PS2-Y15 Darrielle Booth

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