1. Describe the Problem-solving process?

2. Describe the Decision-making process?

3. Explain why is the following problem statement is incorrect:

"This new generation of workers has an unrealistic idea of what it takes to move up the organisational ladder".

Propose a correct problem statement.

4. A major concern of one hotel management was about the amount of time its reception staff left the reception desk unattended. Although the management found that reception desk staff often has valid reasons to leave their post such as to help or give service to a guest, the main cause of absence could not be determined.

After three months of data collection, the management's findings in the table below.

Services performed Average frequency per shift Average time taken to perform service (mins)

Making photocopies 10 8

Providing drinks 7.5 3

Relaying messages to meeting rooms 6 10

Arranging for room service 5 5

Showing guests to the lifts 6.5 8

Showing guests to the rooms 3 12

Providing medication 1.5 3

Arranging transportation for guests 3.5 15

TOTAL 40 64

TASKS:

i. Calculate the frequency of services that are taking reception staff away from the desk (5 marks)

ii. Draw a Pareto diagram and identify areas for improvement. (10 marks)

iii. Suggest a possible solution to the management to address the main cause and propose an action plan using the 5W1H model (10 marks)