RATIONAL DECISION MAKING Rational decision making is a decision-making model that involves logical selection between possible choices based on reasoning and facts. In rational decision making, a business manager will often use a series of analytical steps to examine relevant factual observations and possible outcomes before choosing a particular course of action. Rational decision making can also be called classical decision making. Rational decision making is part of normative or prescriptive decision theories in which there is a preset way of making decisions, i.e. norms, standards and policies already in place are used as a criterion or basis. line for making decisions. Decision-making models and approaches have evolved over time, researchers have identified the following key models and approaches: - Rational decision-making model (classical theory of decision-making) - Rational decision-making is elaborated in the following section. - Limited Rational Decision Models Limited rational decision models are a model developed by Herbert Simon. He advances an argument that decision making can never be a perfectly rational process, but rather one that is has within it a number of constraints and limitations. These include information constraints, i.e. it is likely that the information collected may not be sufficient to develop all possible alternatives. The second limitation is people's ability to fully understand the complexity of the problem at hand. Third, when making a decision, time limits are automatically imposed. In light of these constraints it can be said that one cannot rely on perfect knowledge and analysis, but rather on the results of more...... half of paper ......ss process maps) using computer systems such as visio and igrafx.1. Defining the problem Business processes in the public sector are currently considered ineffective and inefficient in the provision of services to citizens, there are a number of bottlenecks in the provision of services to customers. This is particularly evident in the service delivery strikes currently widespread in South Africa. The objective therefore of improving business processes is to increase customer satisfaction, or to create a positive experience for citizens. The purpose of this decision-making exercise is therefore to select the business processes to improve.2. Gather information Information is collected about the department in question, including its strategic objectives, targets and maturity level, through desktop research and information gathering workshops.