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Chapter 15
Building Commitments
Bennett was hired to revamp the processing center for the Federal Education Institute. It
is an education facility that provides undergraduate and graduate degrees. Traditionally,
its student population has come from international students wanting an education in the
United States. Recently, competition within the education industry has increased
dramatically. The Federal Education Institute needs to change its marketing approach in
order to expand its student population. While the company has known for several years
that they needed to change several internal processes, they just could not break out of
their usual ways of thinking and doing business. Bennett was hired from a large
competitor for his expertise and is expected to bring about these changes.
After two more months, Bennett was ready to start implementing his changes. He called
upon things that he had found to be important to the IT department and referenced them
during several cross-department meetings. He also researched and had specific examples
of how the Financial Aid department assisted students during their most difficult period –
Describe which type of decision making you think Bennett engages in most often.
Bennett employs a consultative decision making style. He is using this valuable strategy
Explain how Bennett’s behaviors show various commitments: to the customer,
organization, co-workers, and the task.
To the customer: Bennett is trying to meet potential students’ needs and make the
