Problem Identification and Formulation

Problem Identification and Formulation

A problem is a situation that is unwelcome and needs to be dealt with to overcome any

Negativity. Problem Identification looks onto a problem before and after the facts. Dealing with

problem identification beforehand discovers deficiencies that will impact any type of

performances. After the fact problem identification focus more on company operations which

they have to identify the problem after the fact, because now the problem is clearer (Dec.

10, 2010).

At Allegiant Airlines, the problem identification and formulation styles used are collective

participative and authoritative decision making. In customer care department job responsibilities

include making reservations for flights, and hotel packages, also provide service for seats, bags,

cars, pet in cabin, and attractions.

Provide information on flights being delayed due to weather, mechanical, etc., special

service requests example, minor child, wheel chair assistance, service animals, lap child, oxygen,

etc., details on flight time's departure and arrival, and weight restrictions and dimensions on

checked and carry-on baggage.

I use the authoritative decision, when a customer has a complaint and they want to talk to a

supervisor. I'm able to take control of the call instead of passing it on; I have the authority to let

the customer know that the final decision is made with me over the phone but they are able to

write in for further consideration. Getting feedback and opinions from the supervisors, leads, and

QA about reservations, update on flights, call monitoring and sales for the day. They stay current

through email, phone, and face to face to let me know what's going on at all times. That's where

the participative decision is key in the customer care department because everyone plays

important part in making decisions and bringing something to offer to company they care about.

We are constantly rewarded on sales that are brought in; having contests amongst each other

brings in a great

...