Unscheduled decisions – What it is, definition and concept

Unscheduled decisions are those that have to be taken when a new problem arises or there is no standardized protocol in the face of a situation that may recur in the future. In addition, they are also necessary when a programmed decision is not enough to resolve the conflict that has arisen.

Unscheduled decisions, in other words, try to solve new conflicts that a company faces for the first time.

Normally, companies tend to have programmed decisions in which they find a fast and agile way to solve problems that are often repeated. But in this case, when it comes to unscheduled decisions, the opposite happens.

New situations appear that have to be resolved and that entails a protocol regarding decision-making.

In the first place, it will be necessary to establish a diagnosis of the problem, its origin and propose the different possibilities to solve it. Once this step has been carried out, the most appropriate solution will be chosen and it will be necessary to evaluate later if this has been the best option to resolve the incident that occurred.

What are the main characteristics of unscheduled decisions?

These are the most outstanding characteristics we have:

  • Unscheduled decisions arise when a new situation occurs that a company has never faced before.
  • They are taken one by one to also assess the degree of favorable resolution they have when subsequently evaluated.
  • It may happen that programmed decisions do not work when faced with a problem and other types of solutions need to be exploited. In this case, unscheduled decisions would be resorted to.
  • They take much longer in terms of the process and possible execution, since there is no prior background.
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Why are unscheduled decisions important?

Unscheduled decisions are a response to new problems that can arise in a company. They tend to take longer to prepare and implement, as it is necessary to assess the problem, obtain all relevant evidence, and choose effective solutions.

In that sense, they are the only option to solve unforeseen incidents.

Differences between programmed decision and unscheduled decision

These are the most prominent differences:

  • Decision scheduled: They are solutions that have already been taken because a previous protocol has been established in the event of similar problems. The company implements established solutions that allow the conflict to be resolved in a more agile and quick way.
  • Unscheduled decision: It arises in the face of novel conflicts that have not occurred before in the company or due to the ineffectiveness of a programmed decision. In this case, the time required is longer for implementation and it will be necessary to assess the entire process in detail to offer a solution tailored to the circumstances.

Example of an unscheduled decision

A company that has physical stores is used to following a standardized protocol when certain problems arise with its customers.

But the complaint that a client sends is totally new and challenges the company to find a solution to resolve this incident. The company will have to assess the problem more calmly and establish an unscheduled decision for the resolution of the conflict.

This would be an example of this type of decision.

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