You are the technical manager for a large company. You have two team members working for you, Jennifer and Salman. You randomly assign them to technical problems that are logged using the companys internal troubleshooting website.

You do not know who you assign to which problem, as the IT system automatically completes this process. Historical data indicates that when you assign Jennifer to a problem, she resolves it 95% of the time. The same data for Salman is 75%. Given this information, answer the questions that follow.

You have just received a problem notification on the website and the system has randomly assigned one of the team members to the problem. Given the random assignation of the two employees to the problems, there is a 0.5 probability that the assigned employee is Jennifer. It is standard protocol for you to follow up on the call after the work has been completed. You have asked the customer who logged the call if they were happy and if the problem has been resolved. The customer answered, Yes. Given this additional information,

Based on your past experiences, Jennifer resolves concerns 95% of the time in comparison to Salman who resolves customer concerns 75% of the time. Because the concerns in this case had been resolved, you conclude that Jennifer has handled the call. In the Unit 1 notes, you learned about cognitive biases as a human shortcoming, highlight and briefly explain which cognitive bias impacted your decision making in this situation.

(Max 50 words)

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Answer :

[Confirmation bias is a cognitive bias that people tend to look for and remember data in a way that supports their current beliefs. The manager assumed that Jennifer was more adept at solving problems than Salman. Bias is stopping the possibility that Salman can solve the problem.] [47 Words]