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Effective Decision MakingEffective Decision Making-- 28 Sep. 201028 Sep. 2010
-- ( GOA )( GOA )
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Ralph Waldo Emerson
Once you make a decision, the universe conspires to make it happen.
Theodore Hesburgh
Don't make decisions because they are cheap;make them because they're right.
Aesop
Please all, and you will please none.
Napoleon Bonaparte
Nothing is more difficult, and therefore more precious, than to be able to decide.
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Lets take a pause to think what kind of decision we couldLets take a pause to think what kind of decision we couldmake.make.
..
..
..
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Most people might choose to divert the course of the train, andMost people might choose to divert the course of the train, andsacrifice only one child. To save most of the children at the expense ofsacrifice only one child. To save most of the children at the expense ofonly one child was rational decision most people would make, morallyonly one child was rational decision most people would make, morally
and emotionally. But, have you ever thought that the child choosing toand emotionally. But, have you ever thought that the child choosing toplay on the disused track had in fact made the right decision to play atplay on the disused track had in fact made the right decision to play ata safe place?a safe place?
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While we are all aware that life is full of tough decisionsWhile we are all aware that life is full of tough decisionsthat need to be made, we may not realize that hastythat need to be made, we may not realize that hastydecisions may not always be the right one.decisions may not always be the right one.
Remember that whats right isnt always popular andRemember that whats right isnt always popular and
whats popular isnt always right.whats popular isnt always right.
Everybody makes mistakes; thats whyEverybody makes mistakes; thats whythey put erasers on pencilsthey put erasers on pencils
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Decision making is a key role for any manager or leader.
Surprisingly many people struggle when it comes to taking
decisions. This might be due to:
o Fear of failure
oLack of a structured approach
o Procrastinating i.e. delaying
o Lack of clarity
Whatever the barriers, there are 6 steps that you can follow whentaking any decision.
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What leads to poor decision making?Uncertainty - Many facts may not be known.
Complexity - You have to consider many interrelatedfactors.
High-risk consequences - The impact of the decision may be significant.
Alternatives - Each has its own set of uncertainties and consequences.
Interpersonal issues - It can be difficult to predict how other people willreact.
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1. Problem Definition1. Problem Definition
Before you can start to take any decisions,Before you can start to take any decisions,
you need to be absolutely clear the problemyou need to be absolutely clear the problem
you are trying to reach a decision on.you are trying to reach a decision on.
DEFINE THE PROBLEMDEFINE THE PROBLEM
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-Establish the objective - Define what you want toachieve.
-Agree on the process - Know how the final decision willbe made, including whether it will be an individual or ateam-based decision.
-Involve the right people
-Use creativity tools from the start
-Make sure you're asking the right question
-Find out root cause problem with why n So What
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WHY TrickWHY Trick
Why is our client, TULIP , unhappy?Why is our client, TULIP , unhappy?
Because we did not deliver UPS on time.Because we did not deliver UPS on time.
Why we could not deliver on time ?Why we could not deliver on time ?
The material was not in stock.The material was not in stock.
Why it was not in stock?Why it was not in stock?
Because Purchase dept. did not procure it .Because Purchase dept. did not procure it .
Why purchase did not procure it ?Why purchase did not procure it ?
Because we did not tell them or forecasted the same..Because we did not tell them or forecasted the same..
Why didn't you forecast , if you were to get the order?Why didn't you forecast , if you were to get the order?
Because no one asked me and I was not sure of this order.Because no one asked me and I was not sure of this order.
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'So what?'So what?
Your Target for the month is 50Your Target for the month is 50 LacsLacs
But Sir, this is October month & purchases are slow.But Sir, this is October month & purchases are slow.So What?So What?
So we will have less closing as compare to other monthsSo we will have less closing as compare to other monthsSo What?So What?
So we will have to generate more leadsSo we will have to generate more leadsSo What?So What?
but we do not have telesales for same.but we do not have telesales for same.
So What?So What?
So we will have to make more cold calls orSo we will have to make more cold calls or teletele calls which will leave uscalls which will leave us
less time to work on closing cases.less time to work on closing cases.
While it would be possible to reach this conclusion without the use of aWhile it would be possible to reach this conclusion without the use of a
formal technique, Appreciation provides aformal technique, Appreciation provides a frameworkframework within which youwithin which youcan extract information quickly, effectively and reliably.can extract information quickly, effectively and reliably.
Key points:Key points:Asking 'so what?' repeatedly helps you to extract all important informationAsking 'so what?' repeatedly helps you to extract all important informationimplied by a fact.implied by a fact.
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Being aware of
our different
priorities
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If you are going to work well with others, you need to beable to articulate your own goals and priorities too.
Imagine filling up a large vase with water -
Then fill it with some sandsand - Then with some Pebbel -
Then, lastly, a few big rocksrocks
By this time, mostof the water willbe on the floor.
And your time willbe wasted
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Now take the empty vase and first
put in your few large rocks,
then the Pebble,
then the sand,sand,
then the water.....it can all fit in quite nicely. -- try it!
The rocks are what inspire you and make you feel
good. They are the important things that feed your'fire within.
Life creates lots ofpebble and sandsand that you also
need to deal with, sometimes urgently.
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Have you identified your REAL priorities?
Have you explored the urgent and/or important matrix?
'Life is what happens while you are busy making other plans' - John Lennon
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QUADRANT 1Urgent and important
Office, financial and project
deadlines
Urgent meetings, crises
Closing major orders
Outstanding collections
Pebbles
QUADRANT 2
Important but not urgent
Honoring your deepest sense of life purposeCreating and nourishing relationships
Collecting timeless knowledge
Enjoying true re-creation with hobbies
Planning, preparation , prevention
ROCKS
QUADRANT 3
Urgent but not important
Continuous small interruptions,
some meetings, friends passing by,
dealing with queues, delays, mis-
timings, others not getting their
work done on time.
SandSand
QUADRANT 4
Not important and not urgent
Trivia, computer games, unproductive activity,fairly aimless web surfing, time wasters.
waterwater
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QUADRANT 1Urgent and important
Pebbles60 %
QUADRANT 2Important but not
urgent
ROCKS
25 %
QUADRANT 3
Urgent but not important
SandSand
10 %10 %
QUADRANT 4
Not important and not urgent
WaterWater
5%
IDEAL TIME SPENT PATTERN
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3. Explore different options /
perspectivesOptions / Perspectives are simply different lenses through whichyou look at the problem.
For the same you can do following things
-Unbiased Group discussion with right people with constructivefeedback.
-Past Experience
-Brainstorming
-Reverse brainstorming
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Brain storming
How to make customer HAPPY ???
2 Hrs. Breakdown time.
Mobile Van Support
Stand by facility
Special prices & discounts
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Reverse Brain storming
How to make customer UNHAPPY ???
Do not pickup customer call.
Ask front desk to talk rudely
Do not pass customers message
Give wrong technical information
Never meet decision maker
Ask fresher to meet customer
Do not support in crisis
Charge customer higher than standard
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4.Get clear on your ideal outcome
4.Get clear on your ideal outcome
When you are faced with a big decision, it isWhen you are faced with a big decision, it is
easy to get lost in the detail andeasy to get lost in the detail and
circumstances.circumstances.
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5. Weigh up pros and cons5. Weigh up pros and cons
Another way of looking at a decision is to consider theAnother way of looking at a decision is to consider the
advantages and disadvantages of each of the optionsadvantages and disadvantages of each of the options
open to you. Simply listing the advantages andopen to you. Simply listing the advantages and
disadvantages of each option is a powerful way ofdisadvantages of each option is a powerful way of
moving forward on decisions.moving forward on decisions.
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6. Choose , Decide and act6. Choose , Decide and act
Once you have gone through the previous 5 steps,Once you have gone through the previous 5 steps,
commit to a choice or course of action and start to makecommit to a choice or course of action and start to make
it happen.it happen.
To avoid procrastination, give yourselfTo avoid procrastination, give yourself
permission to be okay with any failings that might arise.permission to be okay with any failings that might arise.
ACT NOWACT NOW
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THANKSTHANKSnn
All the Best All the Best