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Preparing to Conduct Business Research: Part 1

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Preparing to Conduct Business Research: Part 1

As a large organization there will be a numerous amount of issues being faced on a day to day basis. The organization must be able to come up with successful solutions to fix these issues in order to keep the customers satisfied and prevent loss of revenue. One issue with a cable company that provides products and services by appointments is constantly running late and missing appointments. The company schedules appointments to resolve the customers issues, but the main issue is that the company does not make it to the appointment on time or never shows up at all. The company should take drastic measures to keep the commitment of going to the customers home in order to provide excellent customer service.

It is imperative that this company finds a solution to this issue because there are a large amount of customers being inconvenienced every day due to the late and missed appointments. In the scheduling process of the appointments the company tries to make each customer happy by giving them the date they are requesting. With this being the case the days ends up getting overbooked. The company allows an overbooking percentage of up to 103-105% for the load. While the company is giving the customer the date they want, essentially they are pushing other customers out of the load.

There are managers assigned to each state and those states are broken down into different regions i.e. north, south, east, west. It is the duty of the load manager to make sure that each job gets assigned to a technician so that every customer is serviced in a timely manner. The company expects that there will be unforeseen events that may cause the technicians to run behind i.e. traffic, car issues, and wrong addresses on the account. The company provides a 4 hour appointment window, for example, 8am-12pm. The company does notify the

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