Drow a diagram and mind map

‫المملكة العربية السعودية‬
‫وزارة التعليم‬
‫الجامعة السعودية اإللكترونية‬

Kingdom of Saudi Arabia
Ministry of Education
Saudi Electronic University

College of Administrative and Financial Sciences

Assignment 2
Decision Making and Problem Solving (MGT 312)
Due Date: End of Week 09, 22/03/2025 @ 23:59
Course Name: Decision Making and Problem Student’s Name: Taghreed Salem Saleh
Solving
Course Code: MGT312
Student’s ID Number: S210055137
Semester: Second

CRN: 27262
Academic Year:2023-24; SECOND SEMESTER

For Instructor’s Use only
Instructor’s Name: Dr. Sager Alharthi
Students’ Grade:
/ 10

Level of Marks: High/Middle/Low

General Instructions – PLEASE READ THEM CAREFULLY
•
•
•
•
•
•
•
•

The Assignment must be submitted on Blackboard (WORD format only) via allocated
folder.
Assignments submitted through email will not be accepted.
Students are advised to make their work clear and well presented; marks may be reduced
for poor presentation. This includes filling your information on the cover page.
Students must mention question number clearly in their answer.
Late submission will NOT be accepted.
Avoid plagiarism, the work should be in your own words, copying from students or other
resources without proper referencing will result in ZERO marks. No exceptions.
All answered must be typed using Times New Roman (size 12, double-spaced) font. No
pictures containing text will be accepted and will be considered plagiarism).
Submissions without this cover page will NOT be accepted.

Learning Outcomes:
1. Describe decision making process for complex issues pertaining to business
environment both internally and externally. (C.L.O :1.1)
2. Demonstrate decision tools and employ appropriate analytical business models to
break down complex issues. (C.L.O :2.2)
3. Explain and apply critical thinking and cognitive psychology as it pertains to
analyze and synthesize information for problem solving and decision making.
(C.L.O :2.1)
• Log in to Saudi Digital Library (SDL) via University’s website
• On first page of SDL, choose “English Databases”
• From the list find and click on EBSCO database.
• In the search bar of EBSCO find the following article:
Title:
“Case Study: Should We Deploy a Gen AI Salesbot?”
Author:
Jill Avery and Thomas Steenburgh
Date of Publication:
November–December 2024
Published:
Harvard Business Review

Assignment Question(s):
Read the case study titled as “Case Study: Should We Deploy a Gen AI Salesbot?” by
Jill Avery and Thomas Steenburgh published in Harvard Business Review, and answer
the following Questions:
Q1: Writ the problem statement which should include the followings: [Marks 4]
•

the clear concise description and summary of the problem,

•

scope of the problem,

•

consequences of the problem,

•

the methods for resolving the problem in the above case?

Q2: Draw a Cause-and-Effect Diagram for the problems given in the case study
[1.5 Marks]
Q3: Develop a mind map for the problems given in the case study.

[1.5 Marks]

Q4: Write all the alternative choices of your decision.

[Mark 1]

Q5: Make a decision and write the conclusion.

[Marks 2]

Answers
1. Answer-

The company is facing a decision about whether to use a Generative AI Salesbot to
help with customer interactions and support the sales team. The main issue is whether
this AI tool will improve customer service and business efficiency or create problems
like losing the human touch in customer service, damaging the company’s image, or
affecting employees negatively.

The problem affects different parts of the business. It involves the customer experience,
employee roles, data privacy, sales operations, and company reputation. If not handled
properly, it could cause customer dissatisfaction, employee resistance, or even loss of
trust and sales. But if the company avoids using AI, it may fall behind competitors who
are using advanced technologies.

To solve this problem, the company can use several methods. They can test the AI
Salesbot on a small scale first and gather feedback. They can train employees to work
with the Salesbot instead of feeling replaced by it. The company should also analyze
the benefits and risks, use business decision tools, and consider a mixed approach
where AI and humans work together. This way, the company can decide what works
best without risking customer satisfaction or employee morale.

2. Answer-

There are several reasons behind the problem the company is facing.

From the people side, employees may feel uncomfortable or fear losing their jobs
because of AI. Some may resist using new technology. Training and change
management are also needed.

From the technology side, the AI system might not work perfectly. It could give
wrong answers or not understand customer questions correctly. It also needs to be
integrated well with current systems.

From the process side, introducing AI could disturb the existing sales and customer
service process. The company might not be ready for such a big change.

From the customer side, some people prefer to speak to real humans and may not like
talking to a robot. Trust and satisfaction could go down if the AI system doesn’t work
well or seems too robotic.

From a business point of view, there is pressure to keep up with competitors and
adopt new tools, but the company also needs to protect its brand and values.

3. Answer-

There are many aspects linked to the decision about using the AI Salesbot.

One group of points includes the benefits. The Salesbot can help give faster replies,
work at all times, reduce the work of staff, and manage simple questions easily. It can
also offer better data analysis and personalized services.

Another group includes the risks. The AI might not give human-like responses.
Customers may feel disconnected. There can be errors or privacy issues. If customers
do not like it, it may harm the company’s image.

Internally, the company needs to consider training costs, employee acceptance,
system integration, and changes in workflow. Externally, it needs to consider
customer expectations, market trends, and legal requirements related to data and AI
use.

To manage this, the company can try a pilot project, use both AI and human staff, and
keep collecting customer feedback for improvements.

4. Answer❖ The company can fully use the AI Salesbot for all customer interactions.
❖ The company can use a hybrid model where the Salesbot handles simple questions
and humans handle complex ones.
❖ The company can run a test project with a small number of customers before a full
launch.
❖ The company can use the AI Salesbot only for internal support to assist employees,
not for direct customer communication.

❖ The company can decide not to use the Salesbot and continue with the current system.
❖ The company can hire an outside expert company to help with AI integration and
customer service.

5. Answer-

After looking at all the options and possible results, the best decision is to use a
hybrid model. In this model, the AI Salesbot handles simple and routine customer
questions. More important and complicated tasks are handled by human employees.
This allows the company to enjoy the speed and efficiency of AI while still keeping
human connection where it matters most.

This decision also helps reduce employee stress, improves service quality, and
maintains customer trust. Starting with a small test run will also help the company
understand how customers react to the Salesbot and what improvements are needed.
The company can grow this model step by step with proper training and customer
feedback.

References :

1. Avery, J., & Steenburgh, T. (2024). Case study: Should we deploy a Gen AI Salesbot?
Harvard Business Review, November–December 2024 Issue.

2. Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson
Education.

3. Robbins, S. P., & Coulter, M. (2017). Management (13th ed.). Pearson Education.

4. Davenport, T. H., & Ronanki, R. (2018). Artificial intelligence for the real world.
Harvard Business Review, 96(1), 108–116.

5. Westerman, G., Bonnet, D., & McAfee, A. (2014). Leading digital: Turning
technology into business transformation. Harvard Business Review Press.

‫المملكة العربية السعودية‬
‫وزارة التعليم‬
‫الجامعة السعودية اإللكترونية‬

Kingdom of Saudi Arabia
Ministry of Education
Saudi Electronic University

College of Administrative and Financial Sciences

Assignment 2
Decision Making and Problem Solving (MGT 312)
Due Date: End of Week 09, 22/03/2025 @ 23:59
Course Name: Decision Making and Problem Student’s Name: Taghreed Salem Saleh
Solving
Course Code: MGT312
Student’s ID Number: S210055137
Semester: Second

CRN: 27262
Academic Year:2023-24; SECOND SEMESTER

For Instructor’s Use only
Instructor’s Name: Dr. Sager Alharthi
Students’ Grade:
/ 10

Level of Marks: High/Middle/Low

General Instructions – PLEASE READ THEM CAREFULLY
•
•
•
•
•
•
•
•

The Assignment must be submitted on Blackboard (WORD format only) via allocated
folder.
Assignments submitted through email will not be accepted.
Students are advised to make their work clear and well presented; marks may be reduced
for poor presentation. This includes filling your information on the cover page.
Students must mention question number clearly in their answer.
Late submission will NOT be accepted.
Avoid plagiarism, the work should be in your own words, copying from students or other
resources without proper referencing will result in ZERO marks. No exceptions.
All answered must be typed using Times New Roman (size 12, double-spaced) font. No
pictures containing text will be accepted and will be considered plagiarism).
Submissions without this cover page will NOT be accepted.

Learning Outcomes:
1. Describe decision making process for complex issues pertaining to business
environment both internally and externally. (C.L.O :1.1)
2. Demonstrate decision tools and employ appropriate analytical business models to
break down complex issues. (C.L.O :2.2)
3. Explain and apply critical thinking and cognitive psychology as it pertains to
analyze and synthesize information for problem solving and decision making.
(C.L.O :2.1)
• Log in to Saudi Digital Library (SDL) via University’s website
• On first page of SDL, choose “English Databases”
• From the list find and click on EBSCO database.
• In the search bar of EBSCO find the following article:
Title:
“Case Study: Should We Deploy a Gen AI Salesbot?”
Author:
Jill Avery and Thomas Steenburgh
Date of Publication:
November–December 2024
Published:
Harvard Business Review

Assignment Question(s):
Read the case study titled as “Case Study: Should We Deploy a Gen AI Salesbot?” by
Jill Avery and Thomas Steenburgh published in Harvard Business Review, and answer
the following Questions:
Q1: Writ the problem statement which should include the followings: [Marks 4]
•

the clear concise description and summary of the problem,

•

scope of the problem,

•

consequences of the problem,

•

the methods for resolving the problem in the above case?

Q2: Draw a Cause-and-Effect Diagram for the problems given in the case study
[1.5 Marks]
Q3: Develop a mind map for the problems given in the case study.

[1.5 Marks]

Q4: Write all the alternative choices of your decision.

[Mark 1]

Q5: Make a decision and write the conclusion.

[Marks 2]

Answers
1. Answer-

The company is facing a decision about whether to use a Generative AI Salesbot to
help with customer interactions and support the sales team. The main issue is whether
this AI tool will improve customer service and business efficiency or create problems
like losing the human touch in customer service, damaging the company’s image, or
affecting employees negatively.

The problem affects different parts of the business. It involves the customer experience,
employee roles, data privacy, sales operations, and company reputation. If not handled
properly, it could cause customer dissatisfaction, employee resistance, or even loss of
trust and sales. But if the company avoids using AI, it may fall behind competitors who
are using advanced technologies.

To solve this problem, the company can use several methods. They can test the AI
Salesbot on a small scale first and gather feedback. They can train employees to work
with the Salesbot instead of feeling replaced by it. The company should also analyze
the benefits and risks, use business decision tools, and consider a mixed approach
where AI and humans work together. This way, the company can decide what works
best without risking customer satisfaction or employee morale.

2. Answer-

There are several reasons behind the problem the company is facing.

From the people side, employees may feel uncomfortable or fear losing their jobs
because of AI. Some may resist using new technology. Training and change
management are also needed.

From the technology side, the AI system might not work perfectly. It could give
wrong answers or not understand customer questions correctly. It also needs to be
integrated well with current systems.

From the process side, introducing AI could disturb the existing sales and customer
service process. The company might not be ready for such a big change.

From the customer side, some people prefer to speak to real humans and may not like
talking to a robot. Trust and satisfaction could go down if the AI system doesn’t work
well or seems too robotic.

From a business point of view, there is pressure to keep up with competitors and
adopt new tools, but the company also needs to protect its brand and values.

3. Answer-

There are many aspects linked to the decision about using the AI Salesbot.

One group of points includes the benefits. The Salesbot can help give faster replies,
work at all times, reduce the work of staff, and manage simple questions easily. It can
also offer better data analysis and personalized services.

Another group includes the risks. The AI might not give human-like responses.
Customers may feel disconnected. There can be errors or privacy issues. If customers
do not like it, it may harm the company’s image.

Internally, the company needs to consider training costs, employee acceptance,
system integration, and changes in workflow. Externally, it needs to consider
customer expectations, market trends, and legal requirements related to data and AI
use.

To manage this, the company can try a pilot project, use both AI and human staff, and
keep collecting customer feedback for improvements.

4. Answer❖ The company can fully use the AI Salesbot for all customer interactions.
❖ The company can use a hybrid model where the Salesbot handles simple questions
and humans handle complex ones.
❖ The company can run a test project with a small number of customers before a full
launch.
❖ The company can use the AI Salesbot only for internal support to assist employees,
not for direct customer communication.

❖ The company can decide not to use the Salesbot and continue with the current system.
❖ The company can hire an outside expert company to help with AI integration and
customer service.

5. Answer-

After looking at all the options and possible results, the best decision is to use a
hybrid model. In this model, the AI Salesbot handles simple and routine customer
questions. More important and complicated tasks are handled by human employees.
This allows the company to enjoy the speed and efficiency of AI while still keeping
human connection where it matters most.

This decision also helps reduce employee stress, improves service quality, and
maintains customer trust. Starting with a small test run will also help the company
understand how customers react to the Salesbot and what improvements are needed.
The company can grow this model step by step with proper training and customer
feedback.

References :

1. Avery, J., & Steenburgh, T. (2024). Case study: Should we deploy a Gen AI Salesbot?
Harvard Business Review, November–December 2024 Issue.

2. Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson
Education.

3. Robbins, S. P., & Coulter, M. (2017). Management (13th ed.). Pearson Education.

4. Davenport, T. H., & Ronanki, R. (2018). Artificial intelligence for the real world.
Harvard Business Review, 96(1), 108–116.

5. Westerman, G., Bonnet, D., & McAfee, A. (2014). Leading digital: Turning
technology into business transformation. Harvard Business Review Press.

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