Effectiveness and Efficiency of the CompleteCare Division - Research Proposal Example

Topic: Computers R Us Introduction The significance of developing a service and repair division for Computers R Us’ portable, laptop and notebook computers that is reliable has been long recognized by the company. Nonetheless, numerous challenges have risen after the launch of the CompleteCare division that had been developed to assist in the provision of quick responses to the technical enquiries that originate from the customers and well as warranty repairs. Various aspects of the CompleteCare division have been affected by an array of issues that may be frequently traced to inefficient identification and treatment of the underlying constraints. To start with, when a constraint is not identified in the proper manner in the process of scheduling, there is a high possibility of experiencing subsequent constraints. In the present world, projects have continued to become increasingly technical as well as challenging in a logical way. Problem statement/background Computers R Us’ CompleteCare division is currently facing shortages of trained staff as well as technical operators to work in its telephone center. Additionally, the contracted courier who is supposed to deal with picking up and delivery of customer machines to the repair center continues to be undependable. Further, the division is also experiencing issues associated with the availability of parts for some machine models and phone logs that have been scrutinized recently have showed that there number of complaints from the customers concerning CompleteCare are on the increase. The company has not yet understood how representative the complaints that have been launched are, if they originate from the same factor and the repercussions they may cause to the customers of the company. Therefore, this research proposal will seek to gather information concerning the effectiveness of the CompleteCare division as well as its effect on the satisfaction of customers in order to come up with ways of improving the CompleteCare program. Purpose of the research The main aim of the research is to gather information on the effectiveness and efficiency of the CompleteCare division and the effect it has on how the company strives to satisfy its customers before developing ideas that will improve the entire program. The objective of the study will also include the provision of a comprehensive review of the activities of the CompleteCare division in relation to the constraints the program has faced in the recent past. The research will particularly consider the following sub-objectives: 1. To provide an in depth review of the issues that are affecting the CompleteCare program; 2. To review the present practices associated with the CompleteCare division and the manner in which they satisfy the customers. The outcome of this research will be important to the company as well as other companies in the same line of business in the development of better programs and tools for dealing with customers’ needs in different ways. Research design, including the design of the questionnaire Research design is typically the blue print that informs a study as it provides a definition of the type of study in terms of description, correlation, review as well as meta-analysis among others (Khan, 2011; Merriam & Merriam, 2009). It also provides a definition of the sub-type through variables, research questions and experimental designs among others that may include methods of gathering data and strategies that will be used to analyze data (Anastas, 2012). Therefore, the research design that is identified in this section has been developed in order to address the questions that arise in the problem statement. This study will assume a quantitative design with the aim of gathering a more comprehensive understanding of the issues affecting CompleteCare through systematic practical investigation of various aspects(Klenke, 2008). The decision to employ the quantitative approach was informed by the fact that this method will allow the collection of data from a perspective that will enable the researcher to measure and quantify the collected data(Lash, Fox & Fink, 2009). The qualitative research will employ the use of structured questionnaires to collect the relevant data from the respondents, consequently, the needed data will be generated from these questionnaires(Kielhofner, 2006; Besio, 2008) . The questions in the questionnaires will be closed ended so that the responses can provide a better reflection of the thoughts of the different respondents and how they consider the issues that associated with CompleteCare (Babbie, 2011; Rubin & Babbie, 2010) . This study’s quantitative approach will seek to get a broader understanding of why the CompleteCare program is not performing in the manner that it was intended to through measuring concepts(Becker, Bryman & Ferguson, 2012; Newby, 2014). The study will therefore in the form of a survey that will be administered on both customers and workers in the company especially those who are in the CompleteCare department. From the total number of customers who have been served by the CompleteCare division, one hundred of them will be chosen as respondents for the study along with ten members of staff from the same department. It is believed that this number will be sufficient in providing adquate and needed information concerning the issues being researched (Freund & Wilson, 2003). The questionnaire that will be used for the survey will be created in collaboration with the team that will conduct the research and the management of the company in order to make sure that it answers the relevant questions to provide the required information (Gillham, 2008). The questionnaire will be developed in such a manner that the respondents will be able to respond to it within eight to ten minutes. Additionally, a smaller pre-test of the survey tool will be conducted with five participants as a method of testing the questionnaire to ascertain whether it is comprehensible and the language us appropriate(Bhattacharya, 2006; McMurray, Scott & Pace, 2004; Connaway & Powell, 2010). Consequently, the research team will conduct data analysis; nonetheless, a clean data set shall be delivered for internal usage (Spiliopoulou, Kruse, Borgelt, N?rnberger & Gaul, 2006). The research team will liaise with the customer care department of the CompleteCare division in order to obtain an electronic database of the contacts of the customers the division has dealt with so that they may form the sample. This database will then be put into a system that will randomly select the participants to become respondents in the study (Langbein, 2014). Sample design The customers of Computers R US and its employees will constitute the population that will be considered for this study and the associated conclusions. Since the entire population of employees and customers cannot be surveyed as a result of the extremely large number and logistical issues in reaching all of them, a sample will be picked as a representative group(Dowdy, Chilko & Wearden, 2004; Gliner & Morgan, 2000). This representative sample will then be used to come up with generalizations concerning the entire population. The sample population will be chosen through systematic random sampling after the CompleteCare division has provided the researcher with the electronic contact database of the customers. This will be done through an ordered criteria that will chose the eighth contact from a sampling frame that will be randomly arranged(Reis & Judd, 2000; Bhardwaj & Bhardwaj, 2008). The contacts will be chosen from the electronic database until the required sample size is achieved. In the event that a selected customers is not available or able to be part of the research, a different customer will be chosen using the same criteria that was used o chose the rest of the sample population. In the case of the employees who will form the sample population, stratified sampling will be applied so that the different levels of employees can be considered through the same procedure. Data collection, processing and analysis After the study data gas been collected, it will have to be undergo processing and analysis according to the outlines identified when coming up with the research plan. The respondents who will consent to being part of the research will be required to fill the questionnaires that will be sent to them through electronic mail and sent back upon completion (Groves et al., 2009). Upon return of the duly filled questionnaires, they will be subjected to verification to confirm if they were filled correctly and then analyzed to identify the emerging trends within them. The questionnaires will be coded in order to come up with a limited number of categories that will make it easier for the analysis, thereafter, it will be classified as a method of reducing into homogeneous groups that will assist in identifying meaningful linkages(Bynner & Stribley, 2010; De Vaus, 1986). This research will expect to have the following results after it concludes including: 1. A measurement of the effect the issues being faced by CompleteCare on customer satisfaction 2. The measures that can be put in place to ensure that the situation gets better at the company 3. Comparison of the company to the companies and programs which are taking part in the same form of business Budget transportation $70 for trips to Computers R Us offices telephone costs $500 for calling the respondents who will have been picked for the survey internet costs $400 for sending emails containing the questionnaires to the respondents chosen for the research research expenses $80 copying fees, printing of pre-test surveys, notebooks, pens miscellaneous $100 any other expenses that might be incured in the process of the research total $1,150 Timeline March 8th- 17th: Conducting a needs assessment to collect specific information from Computers R Us and assess the present situation of the CompleteCare system. Discuss with the management concerning future directions and all stakeholders concerned with the outcome of the research March 20th: Develop a plan and criteria for the research to be undertaken based on the scope of the research to be conducted April 1st: Come up with the survey tool that will be used in the collection of data during the research April 3rd- 10th: Obtain customer contact information and establish contact with the customers chosen as part of the sample population in order to provide them with the consent forms. Create a mailing list of the customers who will have consented to take part in the research April 20th: Send the survey questionnaire to the sample population so that they can filled and returned April 30th: Compile the questionnaires that will have been sent back by the respondents and contact those who will not have responded yet in order to ensure that they return the duly filled questionnaires May 4th -9th: Processing and analysis of the data that will be collected through the questionnaires May 17th-23rd: presenting the outcomes and the recommendations to the management of Computer R Us References Anastas, J. (2012). Research Design for Social Work and the Human Services. New York: Columbia University Press. Babbie, E. (2011). The basics of social research. Australia: Wadsworth / Cengage Learning. Becker, S., Bryman, A., & Ferguson, H. (2012). Understanding research for social policy and practice. Bristol: Policy. Besio, S. (2008). 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