Improvement of Computers R Us - Research Proposal Example

Problem Statement Computers R Us recently created an administration and repair program, CompleteCare, for its laptop/portable/notebook computers. This system was created to provide a fast reaction to clients' service issues. However Computers R Us is presently encountering a deficiency of trained specialized administrators in its phone centre. The courier dispatch, contracted to get and convey clients' machines to repair area, has given unsatisfied execution. Furthermore, Computers R Us has additionally experienced parts accessibility issues for some machine sorts. As a result, lately telephone logs at the call centre show many complain about the CompleteCare division; it is obscure how illustrative these objections are and what suggestions they may have for fulfilment with Computers R Us items. Administration wishes data on the program's adequacy and its effect on consumer loyalty to figure out what ought to be carried out to enhance the CompleteCare program for Computers R Us item repair and improvement. Purpose of the research Consumer loyalty is the best marker of how likely a client will purchase items later on. Asking clients to rate their fulfilment on a scale of 1 to 10 is a decent approach to check whether they will become loyal clients or even supporters (Kumar et al., 2010). For this reason, the main aim of this research is to find out what caused dissatisfaction with the CompleteCare administration program. In particular, we plan to distinguish the training issues of the telephone operator and general levels of fulfilment with CompleteCare. Segments of the repair methodology are essential focuses for examination (Yeo, A. Y. C., & Chiam, 2005). Hence, the main research objectives are: 1. To identify the causes of dissatisfaction with the Complete Care program 2. To find out whether the lack of trained operator is due to bad attitude, lack of knowledge or deficiency. 3. How client resilience levels for repair execution influence general satisfaction, and 4. Which training sections ought to be quickly enhanced to raise the general satisfaction of the Computers R Us’s clients? We will likewise find the significance of types of product issues on consumer loyalty levels. Research Design The research will be a qualitative one. We will enlarge our insight into CompleteCare program and telephone operation issues by issuing questionnaires to the customers within the area served by the company, which include schools, households, and markets. In light of an exhaustive stock of CompleteCare's inward and outside techniques, several questions will be asked. A questionnaire will be used to offer the savviest strategy to collect data on the efficiency of the CompleteCare program. The questions will be asked to determine the issues affecting effectiveness of the CompleteCare program, which involve analysing whether the lack trained operator is due to lack of knowledge, bad attitude, deficiency or any other reason. A conclusion will be drawn from the official interviews. It is expected that a minimum of 10 questions will be listed down in the questionnaire. A remarks/proposals inquiry will be incorporated. Also, the researchers will work out a code hindrance that catches the call centre’s reference number, model, and item(s) overhauled (Bulmer, De & Fielding, 2004). The questionnaire is as shown below. Questionnaire Questionnaire 1. Have you ever used the service of the CompleteCare programme before? Yes No 2. In general, how satisfied or dissatisfied are you regarding our Complete Care service? Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied 3. Have you ever filed a complaint towards the service of CompleteCare division? Yes No 4. If the answer is Yes, which problem of the following have you encountered? Shortage of trained operators Courier problems Parts availability problems 5. How would you rate our technical operators? Extremely well very well Somewhat well not so well not at all well 6. How long did you wait before our technical operator responses to your call? Extremely long Somewhat long Moderate long Slightly long Not at all long 7. How well did our technical operator understood your problems/concerns? Extremely well Somewhat well Moderately well Slightly well Not at all well How quickly did our technical operator solve your problem? Extremely quick Somewhat quick Neither quick nor slowly Somewhat slowly Extremely slowly 8. Have you experienced parts availability problem? Yes No 9. If the answer is Yes, did our operator provide an alternative solution for you? Yes No 10. How long have you wait for the new part to arrive (if you ordered one)? Extremely long Somewhat long Moderately long Slightly long Not at all long 11. How would you rate our courier? Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied 12. What problems have you encountered regarding our courier? Long waiting time Wrong address Lost item Broken item 13. How long did you wait for our courier to pick up your item? Extremely long Somewhat long Moderately long Slightly long Not at all long 14. Please leave your recommendation for improvement Recommendation for Improvement Sample design Non-probability sampling will be the main sampling design accessible for the present study. Here, simplest non-probability sampling method 'convenience sampling' will be used. About 50 research participants will be approached and must all be within the area served by Computer R Us including schools, markets, houses, workplaces, and so forth, by using questionnaires. Consequently, the non-probability sampling is known to be helpful in exploratory examination where the objective is to see whether a problem or issue exists in a fast and reasonable way (Dixon & Leach, 1976). In the present case, we have the theory that a problem exist in the CompleteCare division, however there is no current research on the two issues that can solve the problems. The fundamental objective is to figure out the exact cause of the problems. For this reason, the potential sampling predisposition of certain non-probability sampling systems can be utilized as a device to help in the research (Kalton, 1983). For instance, we may decide to choose those factors to be incorporated in the sample that we feel will display the issue or issues at hand. In the event that this issue does not exist even in a one-sided sample, it is unrealistic to continue in that line of research if a moderately fair-minded sample was chosen (whether utilizing an alternate non-probability sampling system; or even a probability sampling strategy). This would enable the researcher to maintain a strategic distance from a conceivably lengthy and costly bit of examination investigating a potential issue that really does not exist (Krishnaiah & Rao, 1998). Data Collection During the research, data will be collected by using Questionnaires. In this research, a questionnaire is actually given to the participants with an aim to answer the questions and return the survey. The questionnaire contains 14 questions important to the CompleteCare program, printed in a positive manner on the structures. The questionnaire is given to respondents under the direction of an analyst, who are then expected to read, comprehend and record the answer in the space implied for noting different questions in the survey itself. Data Processing In this research, data processing will be done in order to draw important conclusion about the CompleteCare program and telephone operation issues. The main aim will be to interpret and present the findings in a clear manner. All answers recorded in the questionnaires will be decoded and recorded so as to determine reliability and validity of the research (Güngör, 2007). Finally, the information will be tabulated in an organized manner. Data Analysis The questionnaire returned will be analyzed and send to the company in a week after weekly report posting from clients who are disappointed with anything in the questionnaires or who present a negative remark. This will enhance the company’s auspiciousness in determining client complaints (Allen & Rao, 2000). Every month, the researcher will furnish the company with a report comprising of frequencies and class rates for every question. Visual presentations of the information will be in bar charts/histogram structure. The researcher proposes to incorporate not less than one inquiry managing general satisfaction (with CompleteCare and/or Computers R Us). This general inquiry would be relapsed on the individual things to focus each product's significance. An execution framework will distinguish things requiring change with an assessment of need. Different examinations can be arranged on a period and materials premise. Research Timeline Activity Day 1 1 2 3 4 5 6 7 8 9 10 11 12   Draft Research proposal   Scope out Research   Draft Bibliography     Reading (Secondary Sources)   Draft Questionnaires   Feedback on the questionnaires   Conduct the Research   Write a report   Feedback on the report   Draft Conclusion   Recommendations   Submission   Research proposal Budget Item Units Cost per Unit ($) Total Cost ($) Personnel Research coordinator 1 50, 000 50, 000 Research assistant 1 50, 000 50, 000 Materials 30, 000 30, 000 Travel for participants and researchers 12000 12, 000 Equipment Laptop or desktops 2 50, 000 100, 000 Indirect Costs 100, 000 Total Costs 342, 000 Dummy Tables Table 1: Client Satisfaction Factors affecting satisfaction Very Satisfied Satisfied Very Dissatisfied Dissatisfied Technical operator’s services Expertise, knowledge and performance of the staff Complaints Management Duration of waiting on the telephone centre Understanding of problems by the operator Parts availability Services offered by the courier General experience at the Computer R Us Table 2: Total Feedback from clients Factors affecting quality Total Remarks CompleteCare division Duration of waiting Expertise, knowledge and performance of the staff Availability of product parts Duration of waiting on the telephone line Courier services Understanding of problems by the operator Complaints management General experience at the Computer R Us Table 3: Outcome Results Percentage Level of Customer Satisfaction No of Respondents 90 % References Allen, D. R., & Rao, T. R. (2000). Analysis of customer satisfaction data: A comprehensive guide to multivariate statistical analysis in customer satisfaction, loyalty, and service quality research. Milwaukee, Wis: ASQ Quality Press. Bulmer, M., De, V. D. A., & Fielding, N. (2004). Questionnaires. London: Sage Publications. Dixon, C. J., & Leach, B. (1976). Sampling methods for geographical research. Norwich, Eng.: Geo Abstracts. Fowler, F. J. (1993). Survey research methods. Newbury Park: Sage Publications. Güngör, H. (2007). Observing and registering emotional satisfaction of customer contacts: For customer satisfaction & loyalty. Amsterdam: Amsterdam Univ. Press. Kalton, G. (1983). Introduction to survey sampling. Beverly Hills, Calif: Sage Publications. Krishnaiah, P. R., & Rao, C. R. (1988). Sampling. Amsterdam: North-Holland. Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (January 01, 2010). Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value. Journal of Service Research, 13, 3, 297-310. Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Milwaukee, Wis: ASQ Quality Press. Yeo, A. Y. C., & Chiam, M. K. M. (January 01, 2005). Unlocking E-Customer Loyalty. Read More