Problem statement and background information
Customers are the main source of motivation for the existence of any business. A mutual relationship developed between a firm and its customers should provide benefits to the two parties. Customer complaints are handled by a team of experts who are skilful in the field of customer care services.
The integration of customers’ feedback in a solution seeking project is an ideal approach (Davis, 2000). Computer R Us company is faced by problems of mising enough technical operators for the telephone care centre.
The sub-contracting scheme for delivering machines to the company is also unreliable, and some parts required for the repair of certain machines are unavailable. Moreover, the complete care centre for the firm is inefficient according to the complaints raised by customers (Zhu & Liu, 2014).
The problems are a primary signal for a deep insight to be taken by the firm in improving its performance. The effectiveness of complete care division is a function of new strategies, which may be the parameter to analyze in this research.
Purpose of the Research
The research will aim at providing informed solutions to the problems highlighted, explore the truancy of the stated problems in regard to the business activities, and assess the possibility of refining the established routines.
In this regard, the research will help unveil some of the setbacks felt in the business operations, address customer complaints, and assure the existing and potential customers of quality service delivery. A deep insight of the stated problems will help to understand the business, and gauge the its performance against some standard measures.
The research will also help to substantiate claims already given by the various sources. From the proceedings of the research, solid decisions will be reached while the problems will be completely or partially eliminated through their implementation.
The research will collect, analyze and present the data, and finally interpret the results. Data will be collected through the administration of questionnaires to various respondents of choice.
In the questionnaire, questions will be a function of both forward and backward linkage, accurate, and relevant in the customer relations context. Target respondents to the questionnaires will be customers to the firm.
This activity will be done online and through the issuance of manual questionnaire scripts to the customers making purchases in the respective shops. The questions will be formal, short, and directed to the raised concern. Both open-ended and fixed alternatives formats of questions will be included in the questionnaire.
A questionnaire of services offered by Computer R Us to our esteemed customers. (Please tick or underline your response)
- How often do you contact our customer care service line? Daily, weekly, fortnight
- How long did it for the receiver to pick the call? 30 seconds, 1 minute, never answered
- Was the respondent on the other side of the line courteous? Yes/no
- How would you rate the customer response of our company? Excellent/good/poor
- How often do our computers develop problems? Rarely/ often/ never
- Would you recommend changes in the type of customer services offered by this organization? Yes/no
- Are you satisfied by the introduction of repair strategies by the company management? Yes/ no
- How would you rate the general performance of our computer machines on a scale of 10?
- In your own words, what would you suggest the company to prioritize when delivering quality services? (About 50 words)
The responses given in the questionnaire will be compiled into one volume manuscript organized into sections of customer complaints, company’s progress, products’ performance, and prices of the products.
Another questionnaire will be made for the operations department and administered to the vendors of machine parts. This aspect will be meant to alleviate of shortages that will be encountered frequently, and it will be more technical than the previous form of the questionnaire. The format of the questionnaire will be;
- What is the possibility of using alternative parts in replacement of the unavailable parts? Possible/ Impossible
- What are some of other sources of the machine parts apart from the current ones to the company? (list)
- How reliable are other sources of machine parts supply firms? Very/Fair/Poor
- In a scale of 5, rate the quality of the performance of the machine parts?
- List some of the suggestions you would wish addressed in the design of computers.
A population sample of the prospective customers to the organization will be used to conduct the data collection exercise.
The research will target a population of 20 individual respondents in each set of the exercise. Tokens and other incentives will be provided to the respondents in order to motivate and make them participate fully (Zikmund, 2003).
Online questionnaires will allow a maximum of 10 individuals and tokens will be transferred electronically. The sample population will be set into direct and control groups for the purposes of eliminating ambiguous data.
After organizing the sample population, a team of research specialists will conduct exercise and collect filled questionnaires as well as other audio records to be used for analysis. The success of the activity will depend entirely on proper organization of the strategies.
A control population will neither necessarily affiliate to the company nor research objectives. It will only be provided with general views of the company’s information.
From the information provided, they will be required to air some of their concerns regarding the topics of concern. Their views will be recorded in separate entry scripts for the purposes of comparison and results analysis.
Data Collection, Processing and Analysis
Data collected in the questionnaires, customer’s feedback, vendors reports, and interviews with prospective firms will be compiled into categories. These groups will be the problems oriented under the various departments in the company of existence. The departments will be technical, customer relations, sales and stock.
The mode of analysis will either be objective or subjective. In subjective mode, scientific and mathematical approach will be applied. Regression analysis, determination of central measures of tendencies, and other related approaches to the data will be some of the most feasible techniques for such kind of research evaluation.
In objective approach, the responses will be taken in the form of choices. Company management will evaluate these responses critically weighing their impacts and acting accordingly. From the research problem being addressed, the objective approach addresses the customer care section.
Budget and Timeline
Tokens ($300), questionnaire manuscripts and stationery ($50), interview sessions ($ 200), transport and other allowances for the research team ($200), internet charges for the online team ($200), accommodation allowances for the travelling team $500, research materials required for the exercise ($250), and external facilitators lunch and allowance $400. The budget will also include fuel and other miscellaneous expenses from the proceedings of the exercise estimated to be $260.
Dummy Table for the Analysis
|Item||Rank out of 10||Grade awarded as per the criteria given.|
|Customer care services|
|Ease of outsourcing machine parts|
|Reliability of subcontractor|
The award scheme is more process and product-oriented, and it assigns figures as per the readily set scheme.
Davis, J. (2000). Managed care systems and emerging infections challenges and opportunities for strengthening surveillance, research, and prevention : Workshop summary, based on a workshop of the Forum on Emerging Infections, Division of Health Sciences Policy, Institute o. Washington, D.C.: National Academy Press.
Zhu, W., & Liu, D. (2014). Study on the Theoretical Foundation of Business English Curriculum Design Based on ESP and Needs Analysis. Higher Education Studies, 7(4), 33-39.
Zikmund, W. (2003). Business research methods (7th ed.). Mason, OH: Thomson/South-Western.