Melissa, a manager in the customer service division of a company, usually makes decisions to resolve customer complaints based on her previous experiences and the standard procedures set by the company. The type of decision being made by Melissa is known as a _____ decision.
A) unstructured
B) tactical
C) nonrecurring
D) programmed
E) unique

Question

Quizplus · Accepted Answer

Melissa is making decisions based on standard procedures set by the company, which indicates that she is making programmed decisions. Programmed decisions are routine, repetitive, and are made in response to situations that have occurred repeatedly in the past.

Melissa, a Manager in the Customer Service Division of a Company