ACCA Applied Knowledge · Business and Technology · Leadership, management and supervision
A supervisor at a call centre decides each morning which agents will handle which call queues, using a fixed rule based on call volumes and agent skills. Which description of the decision is most accurate?
This is a structured, short-term operational decision. The supervisor applies a fixed rule to a routine, repeated daily task, so the decision is programmable and has a very short time horizon, unlike tactical or strategic decisions, which are less routine and longer term.
- AStructured, short-term operational decisionCorrect
- BSemi-structured, medium-term tactical decision
- CUnstructured, long-term strategic decision
Explanation
A daily allocation based on a fixed rule is routine and repeatable, so it is structured. It covers a very short time horizon and relates to day-to-day tasks, which is operational. Strategic decisions are unstructured and long term.
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