Decision-making

The process of decision-making is very importance for the successful operation of

the company for it to reach its set goals and standards. As a service supplier
company, it is essential for us to meet the needs of our customers by making the
right decisions that affect our company at all levels of decision-making. As stated the
quality of outcomes depends on the type of decision-making process, this would
help us to archive our goals of being proclaimed as the best service provider in
Malaysia.

Our decision making process is going to mainly be influenced by the type of

leadership style that we will be implementing to lead at each level of the business
organization. The main concern of the business will be the operational decisions,
which are the day-to-day operations/productions decisions (of services) of the
company as they are the ones that influence the perception of customer value
towards our services.

To effectively provide reliable, efficient and rigorous services our operational

decisions will be lead through the consultative leadership style. In this type of
leadership style the duty of the top management would be to layout the goals and
direction of what we as the whole company are working towards to the employees,
they would then confer all the decision making power to the subordinates to let
them make daily decisions. Providing of service involves more of customer
interaction, as such working close to the customer’s need a quick and reliability at
all times.

The reason for allowing them to take daily decisions being;

 Services are different depending on the needs of different customers, thus to

allow for the satisfaction and demands of the customers this would allow the
subordinates to act accordingly in line with our goals through customization
of the service.
 Service complex and its decisions are not routine, thus on the basis of
concrete information the decision making needs to be cater-made in quick
response to the customers requirements therefore reduce time wastage of
following the bureaucratic process of getting confirmation from the top
management.
 Conferring the decision making to the junior management is also essential in
terms of the motivation when they provide the service because they feel
more involved with their duties as they shows the faith the top management
has on them in doing their assigned tasks.
 The experience they have on the job can also contribute to a better decision-
making than inquiring first from the top management ho might not have any
working experience customer field who are our main concern.