When the COVID-19 pandemic began, Briann decided to require her employees to wear masks and gloves at all times while in the store. This is an example of a(n)

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When faced with a new and unusual situation, managers make nonprogrammed decisions. The COVID-19 pandemic created a health threat and regulatory landscape that had no preexisting, ready-made rules for Briann’s store. Requiring employees to wear masks and gloves was a fresh policy crafted in response to that unique context, involving judgment about safety, costs, customer service, and legal considerations. Because there wasn’t a standard, routine procedure to follow, this decision required analysis and the creation of a new rule, characteristic of a nonprogrammed decision. Once such a rule becomes standard practice and repeats routinely, it may shift toward a programmed decision or formal policy, but initially it’s nonprogrammed due to the novelty and uncertainty of the situation.