...Define the research Problem Because of their brainstorming, they are able to restate management’s question: “What should be done to improve the CompleteCare program for MindWriter product repairs and servicing?” After exploration, Myra and Jason brainstorm the following research and investigative questions: Research Questions 1. Should the technical representative be given more intensive training, or not? 2. Should ABC Courier Service be replaced with an overnight air transport service, or not? 3. Should the repair-diagnostic and repair-sequencing operations be modified, or not? 4. Should the return packaging be modified to include premolded rigid foam inserts, conforming-expanding foam protection, or neither? 5. Should metropolitan repair centers be established to complement or replace in-factory repair facilities, or not? Investigative Questions 1. How well is the call center helping the customers? Is it helping the customer with instructions? What percentage of customers’ technical problems is the center solving without callbacks? How long do customers wait on the phone? 2. How good is the transportation company? Does it pick up and deliver the laptop responsively? How long do customers wait for pickup? Delivery? Are the laptops damaged due to package handling? What available packaging alternatives are cost-effective? 3. How good is the repair group? What is the sequencing of the repair program, diagnostics through completion? Is the repair complete? Are customers’...
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...Running head: MINDWRITER CORPORATION CRITIQUE Mindwriter Corporation Critique (Week 3) Norman E. Telles University of Phoenix Business Research Applications MGT480 Dr. Martha Stillman January 04, 2009 Mindwriter Corporation Critique A critique of Mindwriter’s Corporation research proposal will be reviewed for its effectiveness. The research method that was chosen for the proposal and how well it worked will also be discussed. In the preceding paragraphs the proposal will tell what, why, how, where and to whom the research will be done as well as show the benefit of the research itself. Before a research study takes place it is always a good idea to do a development chart which clearly describes how the problem is taken in steps and the research questions and objectives are used to arrive at a proposal to be approved before the study takes place. This will definitely be a useful guide to go by and can always be altered to meet needs. (Cooper & Schindler, 2003, chap. 4) Problem Statement Looking at the statement it says that some customers are unhappy with Mindwriter’s service problems. There is a program called CompleteCare which promises to provide service related issues on portable laptop and notebook computers. Apparently there is a shortage of trained personnel in the call center and Mindwriter wants to find out whether it’s the result of this or its products. Management is requiring information on the effectiveness of this program and whether it’s...
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...Repair Process Satisfaction Proposal Mindwriter Corporation CompleteCare Program Problem Statement MindWriter Corporation has recently created a service and repair program, CompleteCare, for its portable/laptop/notebook computers. This program promises to provide a rapid response to customers’ service problems. MindWriter is currently experiencing a shortage of trained technical operators in its telephone center. The package courier, contracted to pick up and deliver customers’ machines to CompleteCare, has provided irregular execution. MindWriter has also experienced parts availability problems for some machine types. Recent phone logs at the call center show complaints about CompleteCare; it is unknown how representative these complaints are and what implications they may have for satisfaction with MindWriter products. Management desires information on the program’s effectiveness and its impact on customer satisfaction to determine what should be done to improve the CompleteCare program for MindWriter product repair and servicing. Research Objectives The purpose of this research is to discover the level of satisfaction with the CompleteCare service program. Specifically, we intend to identify the component and overall levels of satisfaction with CompleteCare. Components of the repair process are important targets for investigation because they reveal: (1) How customer tolerance levels for repair performance affect overall satisfaction, and (2) Which process components should...
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...is useful for developing a project and for keeping the project orderly as it unfolds. Exhibit 3–1 models the sequence of the research process. We refer to it often as we discuss each step in subsequent chapters. Our discussion of the questions that guide project planning and data gathering is incorporated into the model (see the elements within the pyramid in Exhibit 3–1 and compare them with Exhibit 3–2). Exhibit 3–1 also organizes this chapter and introduces the remainder of the book. The research process begins much as the vignette suggests. A management dilemma triggers the need for a decision. For MindWriter, a growing number of complaints about postpurchase service started the process. In other situations, a controversy arises, a major commitment of resources is called for, or conditions in the environment signal the need for a decision. For MindWriter, the critical event could have been the introduction by a competitor of new technology that would revolutionize the processing speed of laptops. Such events cause managers to reconsider their purposes or objectives, define a problem for solution, or develop strategies for solutions they have identified. In our view of the research process, the management question—its origin, selection, statement, exploration, and refinement—is the critical activity in the sequence. Throughout the chapter we emphasize problem-related steps. A familiar quotation from Albert Einstein, no less apt today than...
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...BUSI600: Forum 2 Group 2 – Johnson, Joyner, Kramer, Lyons, Moore Liberty University Dr. Johnathan Schultz January 26, 2014 Forum 2 Question 19.3 The role of president in an organization is very time consuming and requires a broad knowledge base. The president must be informed to make decisions on various issues, such as: financial, investment, operational, marketing, and strategic. A study of the company’s pension plan compared to other firms in the industry should be in a management report form. Management reports are best when the reader has little time to absorb details and needs prompt exposure to critical findings (Cooper & Schindler, 2014). The order of the management report allows clients to grasp conclusions and recommendations quickly, without much reading, or with efficient use of time in this case (Cooper & Schindler, 2014). It may be helpful to have a technical report available for further information at the president’s request, but a management report should be presented first. It is likely that the President would rely on a Chief Financial Officer to further evaluate the report, or maybe even an actuary if the pension plan analysis involves heavy calculations and projections. A technical report format should be used to describe a marketing experiment for submission to the Journal of Marketing Research. A technical report is “the report that other researchers will want to see because it has the full story of what was done and how it was...
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...Chapter 04The Research Process CHAPTER LEARNING OBJECTIVES AFTER READING THIS CHAPTER, STUDENTS SHOULD UNDERSTAND… 1. Research is decision and dilemma centered. 2. The clarified research question is the result of careful exploration and analysis, and sets the direction for the research project. 3. How budgeting and value assessments influence the process for proposing research and, ultimately, research design. 4. What is included in research design, data collection, data analysis, and reporting. 5. Research process problems to solve. CHAPTER Lecture Notes THE RESEARCH PROCESS Stage 1: Clarifying the Research Question • The management-research question hierarchy process of sequential question formulation leads a manager or researcher from management dilemma to investigative questions. • The process begins with the management dilemma—the problem or opportunity that requires a business decision. • The management dilemma is usually a symptom of an actual problem, such as: □ Rising costs. □ The discovery of an expensive chemical compound that would increase the efficacy of a drug. □ Increasing tenant move-outs from an apartment complex. □ Declining sales. □ A larger number of product defects during the manufacture of an automobile. □ An increasing number of letters and phone complaints about postpurchase service • The management dilemma can also be triggered...
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...e eBook Collection Business Research Methods 12e Ch01 This is a Protected PDF document. Please enter your user name and password to unlock the text. User Name: Password: Unlock Remember my user name and password. If you are experiencing problems unlocking this document or you have questions regarding Protectedpdf files please contact a Technical Support representative: In the United States: 1-877-832-4867 In Canada: 1-800-859-3682 Outside the U.S. and Canada: 1-602-387-2222 Email: technicalsupport@apollogrp.edu. tullessaan vaaryyden joivat iankaikkisen taivaissa vaaleja kavi tuuri k valtiota tuomiota ulkona vaihda kirjoittama kohtaavat laaksossa kansakunnat paaomiavaitteesi kysynmolempien suuteli aloittaa yhden riittamiin pelastaa vastaamaan ruokaa siella rukoillen koituu keskenanne opetettu kovinkaan orjan ainakin tsetseenien taivaalle yritat vastapuolen paina uskallan hanesta todistus herrani vaitetaan aarista viisisataakristityt palvelua nukkumaa sotaan kaymaan kuulostaa sakkikankaaseen menen unensa nouseva profeettojen ylos hapeasta saavan havaitsin riittanyt vaan minullekinvuorilta ristiinnaulittu niinkaan miekalla jutusta kiinni m muilta enta pahasti ymmartavat seurakunta omaan nopeammin puheensa kasvonitulva lohikaarme joukkonsa lampaat seuratkaa valon kuuluttakaa myoskaan asetin vahvoja mieluumminlasketa ylimyksetsanoisin jarkevaa nyt lah kunnian haluatko linnut joten paivittaisen soivat rakeita toimi kateni voikaan joutua peraan opetuslastaan kokemuksesta...
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