Decision Making in operations: communicational flows in the water supply institution

Abstract

The aim is to analyze how decisions happen in an institution for water supply of an operational standpoint, this study guide. The methodology is a case study of a qualitative nature. Data are three interviews with company managers, which were fully transcribed. The results indicate that the demands of customers come through (but not exclusively) the Call Center, and then be forwarded and resolved by operational units.At taking levels, showed that the mode of decision-making is “rules-based  decisions” with regard to the logic of the work, but also realized risk situations and involving staff engaged in identity and communication processes. There is a risk of inadequate processing of information when requests or complaints from customers arrive at the call center. There is a
risk of inadequate processing of information when requests or complaints from customers arrive at the call center,resulting in loss of water treated. Moreover, it was observed that multiple actors are involved in a communication flow and decisions which flows in a bottleneck that involves the dilemma function x function. The dilemma goes since decisions who involve more than one function and service delivery depends on the operational capacity unit for the solution of the problem.