The world's population is increasing and urbanising rapidly, so is the demand for necessities, the distribution sector is forced to deliver and thus increases problems at the fulfilment centres, Pholo and Ngwira (2014). Carr (2010) explained that there is a need for a new set of skills in the distribution sectors, including the ability to solve problems through a strategic problem-solving model. However, Ehrler, Seidel and Schöder (2019) described these models as designed to reasonably adapt to managers based on their backgrounds and progressive achievements to implement solutions. According to Proctor (2019), different creative thinking techniques aid problem-solving and develops the creative potential of managers and contributes to performance. Yu, Shahzad and Yao (2012) believed that to improve problem-solving skills; managers need to understand underlying problem structures and move towards mathematical model-based problem representation and solving for generalised problem-solving skills.
However, this report identifies problem-solving which explicitly identifies solutions and how to implement them using the problem-solving model approach. The approach is proposed by Proctor (2013 cited in Bransford and Stein, 1993) for improving problem-solving skills, and it's based on identifying problems and opportunities, define goals, explore possible strategies, anticipate outcome and act, and look back and learn(the IDEAL model). Halimah, Sutrio and Verawati (2019) supported the problem-solving models based on the result from their experience, which shows that the technique does contribute to improve the problem-solving skills of managers. These views are supported by Carr (2010 ), who described the models as critical thinking ability, which includes observing the situation, analysing, and evaluating the problem. Carrs' (2010) explanation also concluded that there is an effect of problem-solving models on managers with critical thinking ability.
Additionally, as the distribution sector faces a multitude of customer complaints daily, according to Ehrler, Seidel and Schöder (2019 ). Nonetheless, Cai et al. (2019 ) suggested that the sector should adopt reasonable communication skills to solve problems presented to them. Kayabaşı (2010) also had an opinion that to provide high-quality services, depends mainly on empathising with customers and effectively managing activities from their aspects.
Furthermore, a problem is any situation in which a gap is perceived to exist between what is and what should be, Proctor (2013). This report explores how practical problem-solving skills and responsive leadership styles influence decision making in the distribution sector. The findings are supported by reflective evidence from a management experience related to customer dissatisfaction(see Appendix A). In the views of Wisdom ( 2020 ), the best way to solve a problem as a manager involving a customer is first to assure the customer and show concerns whilst looking forward to finding a suitable solution to the problem. Rushton, Croucher and Baker (ed.) (2014) shared a similar opinion. But, they believed that the key to solving problems involving a customer is to set up relevant objectives and propose a better communication approach to the problem.
The reflective learning log in appendix A is an example of a management problem which occurred between a customer and myself. The customer ordered a 20foot container of grains from our online shop. Unfortunately, the goods were not delivered as expected. Conflict escalated after several attempts to resolve the problem. I made further contact and implemented the IDEAL model approach from Proctor (2013) to fix the problem. The reflective learning log allows a manager to take a reflective view of an experience and learn from it.
Problem-solving models is a set of various skills and appropriate procedure for systematically resolving specific business issues. The main objective of this aspect is to design a suitable path for addressing the issues which are raised at the workplace by effectively understanding things. It’s a sequence strategy that helps an enterprise in controlling the probabilities of minutes’ errors which might raise while solving business-related issues. Along with this, models of problem-solving play a very significant role in directing the entire workforce towards the right path because it consists of documentation which is having a bifurcation of employee’s activities, tasks, services and so on. In other words, the problem-solving model is also known as a six-step approach in which things are occurred by following different phases (Bardach, & Patashnik, 2019). Every phase of the problem-solving framework aids an organization during an effective decision-making process by showing relevant data related to operational activities. According to Peng & Reggia, (2012) models are also utilized by firms for addressing the business challenges which are identified in the workplace due to the presence of competitors in the marketplace or it might have incurred because of fluctuation in any internal or external factors. Hence, numerous employees use distinct approaches for managing regular issues so that they get succeeded in finding the best solution (Baker, 2017).