A customer of a custom furniture maker orders a large entertainment. After installation, the customer is not pleased because the color is slightly different than he was agreed to. The furniture maker will most likely make a:
A) nonprogrammed decision by following the companies refund policy.
B) programmed decision by using judgment to decide how to solve the problem.
C) nonprogrammed decision by using judgment to decide how to solve the problem.
D) programmed decision by following the company's refund policy.

Question

Quizplus · Accepted Answer

Since the issue of the color being different from what was agreed upon is not something that the furniture maker deals with on a regular basis, it is a nonprogrammed decision. The furniture maker will need to use judgment to decide the best way to solve the problem, which may involve offering a refund or discount, or possibly offering to redo the work to the customer's satisfaction. Simply following the company's refund policy (A or D) may not be enough to fully resolve the issue. A programmed decision (B) would only be appropriate if the furniture maker had a standard protocol for dealing with color discrepancies, which is unlikely in this case.

A Customer of a Custom Furniture Maker Orders a Large