Day 10 Reports & Problem-solving

Day 10 Reports & Problem-solving - REPORTS &...

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3.15.11 CASE ANALYSIS 4
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QUIZ 6 Your group must analyze the following problem and determine a solution. Problem: The Jefferson Memorial stones were deteriorating badly, frustrating the maintenance people and disappointing the tourists. COMPLAINTS/ISSUES Memorial stone is deteriorating. Tourists are complaining. Maintenance workers are spending too much time cleaning. Image of the monument is not up to standards. Costs are up for cleaning supplies and materials. PROBLEM-SOLVING
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WRITING A BUSINESS REPORT Purpose of business reports? Facilitate major decisions/solve problems. PROBLEM SOLVING • Define what is. – Symptoms (Evidence): What lets you know the problem exists? – Impact: What’s happening (or not happening) as a result of the problem? – Cause: What’s causing the symptoms.
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FACTS Verifiable, measurable, countable Disagreement over what “facts” means OPINIONS State ownership Don’t state opinion as fact FEELINGS Pay attention to feelings/emotions Use “active listening” to show empathy: “So you are saying that. ..” PHASES IN PROBLEM-SOLVING Identify solution factors/ criteria. Analyze data. Brainstorm/ evaluate alternative solutions. Identify central problem(s). Review and collect data. Choose alternative and how to implement. PHASES IN PROBLEM-SOLVING Functional area Finance, marketing, operations, IT, HR, etc. Cause and Effect
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Day 10 Reports & Problem-solving - REPORTS &...

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