Problem Solving And Decision Making Commerce Essay

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This research proposal is about the classical approach to ethics and social responsibility practised by Food for Less Supermarket towards its stakeholders. The organization is located in Otahuhu in South Auckland. The research team has identified this problem because it has been observed that there is inadequate control of some of the ways in which the company operates. This problem identified is critical and it affects status of the company to some extent and may lead to financial loss so it needs to be rectified. The employer and employees need to work according to correct procedures implemented by the government. The researchers believe that if this problem is solved then the customers will benefit and as well as the organization.

Company Background Food 4 less supermarket started operation in New Zealand seven years ago. Its main office is located 66 Atkinson Ave Otahuhu in Auckland. Mr. Uma Chand had qualification and experience in supermarket field so he had the knowledge and he also had enough funds to start the business. Since this company started, it has made a steady progress due to attracting more and more Indian customers.

It has it 4 main departments and these are butcher department, fresh produce department, groceries and checkout department. Each department has its own supervisor to control the work. (Source 2012: The director Uma Chand, Food 4 less supermarket.)

However soon the customers are finding out that Food for less supermarket is a rip of organization, which only focuses on making profit and they have minimum practice of corporate social responsibility.

In particular customers have discovered that the products Food 4 less sells during its special sales known as captain Zoro are stocks which are either damaged or which are dated.


The data that was collected in this project will be given as questionnaires, conducting interviews and making personal observations. Our research team consist of two members. Each member has a special role to as far as the collection of data. One member is assigned to make appointments with the relevant persons who will be interviewed and also preparing the questionnaire. The second member is responsible for interviewing and recording data. Both of the team members will be directly responsible for making the final notes that needs to be submitted. The recommendations will be made to the director Uma Chand so that an authority is granted for this research to take place.

Literature Review

Ethics and social responsibility is a very important aspect in any organization. Business ethics offer companies a competitive advantage. Consumers learn to trust ethical brands and remain loyal to them, even during difficult periods. It is also important so that an organizations reputation is maintain in a positive side of aspect. It is said that if proper control of corporate social responsibility is practised into an organization, than the business can benefit financially and will also have a good reputation.

Having a good reputation makes it easier to recruit employees; employees may stay longer, reducing the costs and disruption of recruitment and retraining. Employees are better motivated and more productive.

Statement of Problem

The customers of Food 4 less supermarket have found out that the supermarket is not concern about their customers but of course they are just concern on the profits. Observations were made that is evidence that codes of practices were lacking and henceforth there was not enough control over corporate social responsibility in their organization. The business has been really successful in the last 7 years since it has started. The research team conducted a desk research and found out that there have been few incidents in the past that had let to food poisonings to some customers. In addition, the research team has also observed many negligence associated with customer service profession. The workers that are working for the company are all immigrants from Fiji and India. Therefore, these workers don't have enough experience in customer service field.

Problem solving and decision making

Step-by-step approach for systematically solving problems, making good decisions, and analyzing potential risks and opportunities. It helps you maximize critical thinking skills, systematically organize and prioritize information, set objectives, evaluate alternatives, and analyze impact. For this purposes Kepner -Tregoe method is the best to use.

Kepner Tregoe decision making is a structured methodology for gathering information and prioritizing and evaluating it. It was developed by Charles H. Kepner and Benjamin B. Tregoe in the 1960s.This is a rational model that is well respected in business management circles. An important aspect of Kepner Tregoe decision making is the assessment and prioritizing of risk. So the idea is not to find a perfect solution but rather the best possible choice, based on actually achieving the outcome with minimal negative consequences. It is marketed as a way to make unbiased decisions in that it is said to limit conscious and unconscious biases that draw attention away from the outcome. There are four basic steps when using the Kepner Tregoe decision matrix:

Situation appraisal - is used to clarify the situation, outline concerns and choose a direction

Problem analysis - here the problem is defined and its root cause determined

Decision analysis - alternatives are identified and a risk analysis done for each

Potential problem analysis - the best of the alternatives is further scrutinized against potential problems and negative consequences and actions are proposed to minimize the risk. (

Actually relating these methods for Food 4 less supermarket would be the organisation should identify the major problem they are facing which is ethics and social responsibility. They should do a little research to clearly understand the meaning of ethics and social responsibility and the correct ways of implementing it in the company. Since knowing the problems basically, there is minimum respect shown to customers. The management is harsh with the workers, workers are made to work long hours without giving them the wages they are suppose to be paid for e.g.: if a the workers are paid below the NZ minimum wage rate. Customers are fool around for e.g.: during the major sales of food 4 less supermarket damaged o dated stocks are sold. They don't care much about the environment, basically it is required for business to recycle paper bags and plastics but food 4 less shows a very minimum amount of effort in that.

Upon identifying this problems the management can have a meeting with the workers and explain what is need to be done in order to become a more successful business by keeping social ethics in mind. Thus the solution for this would be bring changes to the building, making it safer, recruiting more workers and train them for customer service, imply flexible working hours for workers, pay them accordingly to the NZ minimum wage rate. Going upon customers a company should always put them on a high status because they are the ones who bring profit in to the company. If Food 4 less is holding up special and they are clearing their dated stocks they should mention that a particular item is dated not just removing its expiry date.

Going to the fourth steps of Kepner-Treago analysis and relating it to Food 4 less, the management however should practice ethics and social responsibility as of in their daily business routine in order to be successful and have a positive side of status in the public.

Population Sampling

There are two types of data control that can be used. It is the quantitative and qualitative data. In this proposal, the research team will be using both of these methods. Which are quantitative and some methods data which are qualitative. Quantitative methods are those which focus on numbers and frequencies rather than on meaning and experience. Quantitative methods (e.g. experiments, questionnaires and psychometric tests) provide information which is easy to analyse statistically and fairly reliable. Qualitative methods are ways of collecting data which are concerned with describing meaning, rather than with drawing statistical inferences (e.g. case studies and interviews) lose on reliability they gain in terms of validity. They provide a more in depth and rich description.

The management of the company and the costumers that will be noted down in the questionnaires will base the data on the opinions and the views that will be expressed. That will be collected from all the respondents and analyzed in the end. The quantitative data will include data which will be tabled and graphed accordingly.

Ethical Issues

A letter of request will be sent to the director requesting him for team to conduct research. Once he has given approval, the research team will make necessary observation, conduct interviews with customers and workers. They will be given out questionnaires.

In addition the team members will clearly explain to the respondents, the purpose and the benefits of this research to the organization and also what customers can benefit out of it. It will be assumed that the customers and workers will give the correct information. However the research team will also conduct observation that will make analyses easier.

Strength and weakness

One of the evaluation tools used in this research is the questionnaires. It has both strength and weaknesses. The strengths would be that the responses are gathered in a standardised way, so questionnaires are more objective, certainly more so than interviews.  Generally it is relatively quick to collect information using a questionnaire. Potentially information can be collected from a large portion of a group.

Weakness of it is, questionnaires, like many evaluation methods occur after the event, so participants may forget important issues.  Questionnaires are standardised so it is not possible to explain any points in the questions that participants might misinterpret. Open-ended questions can generate large amounts of data that can take a long time to process and analyse. Respondents may answer superficially especially if the questionnaire takes a long time to complete.

Resource Required

The resources required for carrying out this research includes, time for schedule of interview, people who volunteer to take part, internet for finding out external meanings, stationary, APA referencing style for referencing of quotes and information used in order to complete the research, printer and referencing textbook.

The research team will need to use their precious time and go and interview, write questionnaires, make reports, consult the tutor and make observations, conduct interviews.