Sampling and Data Collection Plan
QNT/561

Sampling and Data Collection Plan Newshore Medical Center is a manufacturer of pharmaceutical products that sells products to medical facilities throughout the United States. Our products encompass all aspects of life, from newborns to aging adults. Newshore Medical Center manufactures products from nutrition, medical supplies, and pharmaceuticals. The company recently incorporated a new division to manufacture diagnostic products. The goals of and objectives of data collection is to understand if a larger sales team would benefit for growth in the New England market. To do this we reached out to our customers in the New England area with a phone call and conducted a brief survey. The goal of the survey was to understand what was their preferred provider, and why. Was it cost? Availability of product? The real question we need answered above all is it because we need to have a more accommodating sales team for just that area. All data collection and measurement has been accurate and stable. Newshore Medical Center has 3,000 customers they supply to in the New England area. We were able to reach 75% of those customers. That is 2,250 customers that we were able to survey. The survey was approximately 15 minutes long. Out of the 2,250 customers, regions are formed to understand if one region is different than another. The regions include northern Maine, southern Maine, Costal Maine, east Massachusetts, west Massachusetts, north New Hampshire, south New Hampshire, north Vermont, south Vermont, Connecticut, and Rhode Island. The questions were multiple choice, rating options, and yes or no. The questions were as follows:
1) How often in the last three months have you ordered from Newshore Medical Center? a. 1 - 3 times b. 4 - 6 times c. 7 - more times d. none at all
2) How many times a month are medical supplies ordered? a. Once a month b. Twice a month c. Three times a month d. Four or more times a month
3) Are the Newshore customer service/sales representatives helpful and courteous? a. Yes b. No c. Sometimes
4) Are your customer service/sales calls prompt and efficient? a. Yes b. No c. Sometimes
5) Does our customer service/sales representatives ensure your order is processed completely? a. Yes b. No c. Sometimes
6) On a scale of 1 - 10 (10 being absolutely positive to 1 being absolutely negative) rate your experience with the Newshore Medical Center customer service/sales team.
7) Do your Newshore Medical Center orders arrive in a timely manner? a. Yes b. No c. Sometimes
8) What quality do you like most about Newshore? a. Availability of customer service/sales representatives b. Cost c. Product selection d. Other
9) What qualities do you think Newshore Medical Center needs to improve? a. Availability of customer service/sales representatives b. Cost c. Product selection d. Other
10) Would you recommend Newshore Medical Center to your colleges? a. Yes b. No
11) On a scale of 1 - 10 (10 being absolutely positive to 1 being absolutely negative) rate your experience with Newshore Medical Center. Once this data is collected it will be analyzed to find the root of improvement and the proper decision for expanding sales efforts. The first question is designed to gather frequency data, and understand how many customers in the New England area submit an order. The next question is designed to understand the quantity of orders and if there is any one region that produces more sales than another. From this information we can see what is driving sales. Questions 3 through 6 revolve around the customer service/sales team. They are designed to find out data on the quality of the sales team, and if that is truly what is needed in the New England area to bulk up sales. The following questions are designed to gather data to get a better understanding of the customer's experience and to find if there are other areas of improvement.
\ The data is calculated by the regions. The regions were set to give each region the same average of customers that reside in them. If there is a sales issue or if another the survey shows that there are other improvements to be made, they could be pin pointed to a specific region. Same for the positive feedback on the survey to be used as a benchmarking point. Once the data is analyzed we will begin to work on the sales team for that area and take the information found to improve upon the current team. If the data shows that the customers are finding it hard to get through to their representative or that orders are not being processed fast enough then the decision will be to bulk up the sales team.