Question : Which of the following is an example of a non-programmed decision?
Option 1: Ordering office supplies
Option 2: Hiring a new employee
Option 3: Calculating payroll
Option 4: Responding to a customer complaint
Correct Answer: Responding to a customer complaint
Solution : The correct answer is (d). Responding to a customer complaint
Non-programmed decisions are unique, unstructured, and often require custom or tailored responses. They are typically made in response to new, complex, or unfamiliar situations that do not have predefined solutions or established routines. Non-programmed decisions are more strategic in nature and often involve higher levels of uncertainty and risk.
Responding to a customer complaint is an example of a non-programmed decision because each complaint is unique and requires an individualized response. The decision-maker must assess the specific complaint, consider the circumstances, and determine an appropriate course of action to address the customer's concerns effectively.
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