Solutions for the Problems Facing the CompleteCare Division - Research Proposal Example

Title: Course: Course Code: Student’s Name: Instructor’s Name: 1.1 Problem statement/background The entire world is moving towards advanced global technological communication advancement. To ensure that organizations can continue their businesses in the competitive age they need to adopt and implement new technological measures (Porter and Stern, 2001).The Computer R Us is a computer company that deals with the manufacture and retailer of portable laptops and notebooks. The computer company decided to introduce the CompleteCare division. Indeed, its major aim was centered on dealing with a technical customer on the inquiries and the warranty repairs. The introduction of the division did not go smoothly as the complete care division encountered a myriad of problems that necessitated the research. The problems that the company’s division faced in a logical order is listed below. The first problem is that they have a limited number of trained personnel technical operators who are responsible for their telephone Centre. Secondly, there is a lack of supplier coordination leading to delays in the reverse logistics employed by the company. Thirdly, poor inventory and procurement coordination leading to a shortage of parts for some machine types. Finally, there is a lack of a system to synchronize the complaints and review that pass through the CompleteCare center. Indeed, the negative impact is that the lack of conclusive data on the impact of customer complaints limits the company from determining the magnitude of the solutions to employ. Without the professional and competitive personnel, the center it would be hard for the center to provide efficient customer service and this stands to be a great problem that needs a workable solution. 1.2 Purpose of the research The research was conducted with the aim of finding conclusive solutions for the problems facing the CompleteCare division. Additionally, the research is expected to determine the impact of the CompleteCare division on customer satisfaction compounded with ways to improve the new program introduced in Comp R Us. Furthermore, the research is essential in establishing a way that the company can consolidate its supply chain network to ensure that their reverse logistics will be working effectively. Lastly, the research is supposed to propose a suitable technological system that will be used to synchronize the customer complaints that are flowing through the division. There has to be a permanent solution to solve the myriads of problems coming up with the implementation of this technology to ensure the logistics work out efficiently. 1.3 Research design, including the design of a questionnaire The research design to be employed in the study involves the use of descriptive and casual research design. The descriptive and casual aspect utilize the survey, observational, experiments and secondary data. The descriptive aspect is broken down into descriptive statistical data. The descriptive aspect takes into account an experimental methodology that utilizes the statistical approach. The involvement of statistics in the study provides an opportunity for the various variables identified to be compared. Inferential statistics is employed in determining the relationship between the dependent and independent variables in the study. Furthermore, the descriptive statistics provides a definite cause and effect relationship that is essential in providing a conclusive analysis of the various aspects of the study (Cooper and Schindler, 2011). To break down the aspect of research design, the surveyors will employ the cross-sectional survey design in the study of the problem. It is essential for the researcher to do everything possible to achieve the projected results that are not biased by using efficient data collection, questionnaire, and accurate analysis. The design involves the analysis of data from a predetermined point in time. According to the case study, the service and repair for its computers, laptops and notebooks were recently launched. Since the time frame is limited, then the design will be suitable for the study. Furthermore, the cross-sectional design is used to provide a conclusive analysis of multiple variables at a distinctive time. The advantage of these aspects is that it results in the provision of authentic data to be used in the research of the problems identified in the case study (Rivers, 2016). The study will utilize the open non- structured questionnaire methodology to provide the respondents with an opportunity to give their opinion on the problem facing the Comp R Us. The questionnaire will be divided into four major parts to address the various aspects of the research problem. The first part will deal with the skills to include in hiring technical operators. The second part will deal with establishing a mutual working relationship with their supplier to ensure that they deliver the defective materials at the right time to facilitate their repair. The third part deals with determining the most appropriate technological system to employ when dealing with incoming customer complaints within the Customer Care division (Field, 2005: Olive and Abel, 2003). The parts will be provided to different respondents in the area of specialization, their relation to the company and the impact of the division to them. The respondents to be involved respectively are the human resource department, suppliers, technological experts and the customers. When designing the questionnaire, some factors have to be taken into consideration to ensure that the questionnaire achieves the intended aspects of the research. Firstly, it should state the clear intentions. In our case study, the intentions are to resolve the problems that are present in the Customer care division of the Computer R Us Company. It should be at the top level of the questionnaire. Secondly, the instructions to be followed when filling the questionnaire have to be indicated to guide the respondents (Render, Stair, and Hanna, 2009). On the case study, the respondents are required to fill all the questions in the questionnaire to their level best. Thirdly, the researchers should not ask the respondents private personal information. For example their age, income level may annoy the respondents resulting in them refraining from filling the questionnaire honestly. Fourthly, the questions used in the questionnaire should be easy to understand and short to encourage the respondents to answer all of them. The questions need to be organized in a logical format and be free from any biases to ensure that they achieve the intended research objectives (Render et al., 2009). 1.4 Sample design A sample refers to the subset of the total population that is taken into consideration during research. In this, the total research population comprises of a total of 1256 people the number will be divided into different strata on the target respondents who are customers, suppliers, and technologist. Sample statistics is used to make inferences about the parameters that have been set in the population analysis. By dividing the respondents, the research will get diverse results that are not biased in any way. Also, the statistical inferences are used to reveal the interdependent and dependent relationship between the various variables identified in the study (Cooper and Schindler, 2011). The stratified probabilistic sampling will be used in the analysis of the problems facing the CompleteCare division within the Computer R Us Company. The methodology will divide the issues into two distinctive groups those that have a major and minor impact on the company based on the data collected from the questionnaire. Later on, the sample of each of the two segments will be taken and analyzed to come up with conclusive solutions (Hiew, 2005). Indeed, design sampling will give the research the desired and conclusive results and therefore, the main research objective will be achieved. 1.5 Data collection, processing, and analysis The study will utilize the primary data collection methodology since the problem impacting the Complete care division is company based. The methodology will utilize the provision of structured questionnaires to the selected respondents, and it also provides the company with an opportunity to get first-hand information (Lucey, 2002). After the data is collected the SPSS (Statistical Package for Social Sciences) is used to process it into information that can easily be interpreted by everyone in the company. Also, graphs can be utilized in the analysis of the information to provide a pictorial representation that makes the data easy to comprehend and interpret (Field, 2005: Olive and Abel, 2003). Indeed, by utilizing efficient data collection and analysis, the research will undoubtedly give successful, accurate and conclusive results. 1.6 Budget and timeline The research will be conducted within a period of 9 months. The first and second part will be essential in formulating the first part of the study which will then be submitted to the person in charge of the study. The third and fourth part will be used in making the second part of the study and presented for approval to the head of the research team. The fifth and sixth month will be used to collect data that will be analyzed using statistical analysis tools. The remaining months will be used in concluding the various parts of the research and submitted to the company with final solutions and recommendations to be employed in resolving the research problems. The total budget set aside for the research is a total of $ 400,000.The amount will be used in selecting a suitable team for the study and to fund all the various aspect of the survey. Indeed, there is need for proper time and financial management to work within the given timeline and budget. 1.7 Dummy tables Table 1: Research Methodology Objectives Data Type Collection Technique Data Analysis Determine the limited number of trained personnel technical operators who are responsible for their telephone Primary data Questionnaire Section A Descriptive Statistics Determine ways to handle the problem of lack of supplier coordination leading to delays in the reverse logistics employed by the company Primary data Questionnaire Section B Correlation and Regression Analysis Determine the technological system to synchronize the complaints and review that pass through the CompleteCare center. Primary data Questionnaire Section C Descriptive Statistics Source: Research data, (2015) Table 2: Summary of the Regression Model Model R R Square Adjusted R Square Std. Error of the Estimate Change Statistics Durbin-Watson R Square Change F Change df1 df2 Sig. F Change 1 .931a .867 .849 .219 .867 42.212 14 53 .000 2.211 a. Predictors: (Constant), lack of technically trained operators, lack of supply coordination, limited synchronization of information and the impact of the service on customers b. Dependent Variable: Customer Care division Operational Performance Source: Research data, (2015 Table 3: Variance Model Sum of Squares Do Mean Square F Sig. 1 Regression 10.912 6 1.819 37.895 .043a Residual 1.680 35 .048 Total 12.592 41 a. Predictors: (Constant), lack of technically trained operators, lack of supply coordination, limited synchronization of information and the impact of the service on customers b. Dependent Variable: Operational Performance Source: Research data, (2015) REFERENCES Cooper,.D,&Schindler,.P.(2011).Business research methods(7th Ed).Boston; McGrawhill Field, A. (2005): Discovering Statistics Using SPSS, 2nd ed., Sage, London. Hiew, J.F. (2005), Multivariate Data Analysis: A Global Perspective, Pearson Education Inc., NJ. Lucey, T., (2002). Quantitative Techniques (6th ed.). London: Continuum. Olive, M. M., & Abel, G. M. (2003). Research Methods: Quantitative and Qualitative Approaches. Porter, M.E., Stern, S., 2001. Innovation: location matters. MIT Sloan Management Review 42 (4), 28–36. Render, B., Stair, R, M. and Hanna, M. (2009), Quantitative Analysis for Management, 10th ed., Pearson Education, Upper Saddle River, NJ Rivers, J. (2016). Cross-Sectional Study: Definition, Advantages, Disadvantages & Example - Video & Lesson Transcript | Study.com. Study.com. Retrieved 11 October 2016, from http://study.com/academy/lesson/cross-sectional-study-definition-advantages-disadvantages-example.html Taylor III, B. W., & Russell, R. S. (2011). Operations Management: Creating Value Along the Supply Chain. Venkatesh, V., Morris, Davis (2003). User Acceptance of Information Technology: Toward a Unified View.  MIS Quarterly 27 (3), pp. 425–478 Read More