The Complete Care Division Essay

Question:

Write an essay on The Complete Care division.

Answer:

The Complete Care division is undergoing several problems in its day to day functioning. There is shortage of skilled manpower in the company. The repair and services division requires skilled technical operators in their telephone centers. The equipments used by the company are unreliable and they are unable to satisfy the required purpose of performing to the optimum level. The division has also faced the issue of the unavailability of machine parts, which are often required either by themselves or by the customers. The company was unable to provide the desired level of customer satisfaction. It was believed that the company possesses several faults in their operational process for which they received multiple problems from the customers.

Purpose of the Research

The primary purpose of the research is to determine the effectiveness of the concerned work division. It is important to determine if the day to day functioning of the division satisfies the goals of the organization. This research paper aims to determine the impact on the customer satisfaction and determine the grievances of the customers regarding the services offered to them as well as the means adapted for service delivery. This paper also strives to improve the operational efficiency of the division, like enhanced solutions to the technical enquiries as well as improved warranty repairs.

The research process would comprise of the identification of the problem, determination of the major hurdles of the company, scan the problem issues and devise suitable strategies for the purpose of implementation. The research process deals with the methodologies followed while engaging in research and the type of methodologies followed for the purpose of the research (Repko & Szostak, 2016).

Experimental design

There are two types of research that can be carried out namely quantitative research and qualitative research (Bryman, 2015). The quantitative methods of research includes the generation of theories as well as hypothesis, development of suitable instruments for measurements, experimental control, collection of the empirical data and analysis of the data collected (Creswell, 2013). The qualitative methods are used for the purpose of exploratory research (Silverman, 2013). They are used to understand a wide variety of factors such as motivations, opinions, satisfaction levels, underlying reasons and others. This method provides insights to the problems or helps in the development of new ideas. It gives way for performing the quantitative research. In this research paper, a combination of the quantitative and qualitative process is applied.

A standardized questionnaire is required for the purpose of the collection of quantitative data in the research. The questionnaire should be designed in such a way that it answers the research questions and should be in line with the research objectives. The questionnaire should follow a prescribed report format so that the interviewees can fill it quickly. It should be made in such a way that the interviewees can handle each question consistently. A sample questionnaire is prepared for the purpose of carrying out this research-

Questions

Option 1

Option 2

Option 3

Are the customers happy with the services

Yes

No

Don’t know

Are the customers likely to come back for repeat orders?

Yes

No

Don’t know

Are there sufficient manpower?

Yes

No

Don’t know

Is the courier service reliable?

Yes

No

Don’t know

Are the machine parts available in local market?

Yes

No

Don’t know

Are the machine parts available in the national market?

Yes

No

Don’t know

Are there any customer complaints?

Yes

No

Don’t know

Sample design

The sampling method concerns with the selection of a group of individuals from a statistical population. This is done to estimate the demonstrated characteristics of the entire population. The each and every observation made provide a measurement of each of the characteristics concerning the research problem. For example, in the above questionnaire, if the answer to the question “Are there any customer complaints” is “yes” for the majority of the population surveyed, it implies that the customer satisfaction level is low. It implies that the organization must take adequate measures to increase the customer satisfaction.

The research was carried out on 20 employees of the CompleteCare division of the company. The participants were asked the survey questionnaires and their feedbacks are noted. The researcher has used pseudo names for the identification of the participants. The simple random sampling method is followed for the purpose of this study. This method allows the researcher to utilize the statistical methods in order to analyze the sample results.

Data Collection

The theoretical framework of this research was done through detailed investigation as well as through the relevant literature available in the books, literary works and journals, which directly relate to the problem statement (Englander, 2012). The relevant literature work concerning the customer satisfaction, operation management and customer grievance handling are analyzed in detail (Englander, 2012). A questionnaire was formulated that helped the researcher to find answers to the pre determined research questions. The parameters that were studied in the questionnaire were customer satisfaction rates, likelihood of customers for reorder, availability of machine parts, reliability of couriers, types of consumer complaints, frequency of the grievances and others.

The quantitative data collected in this research includes the frequency of grievances, number of satisfied customers, number of dissatisfied customers, and number of manpower (technical operators). The qualitative data collected includes the types of customer complaint, reliability of courier services used, quality of the human resource and others.

Data Analysis

The researcher would utilize two categories of data namely quantitative analysis and qualitative analysis (Gelman et al., 2014). The quantitative data comprises of graphical representation of the collected data. There are various methods of analyzing the data such as excel sheets, pie charts, mathematical tools, bar graphs, scatter diagram and others (Gelman et al., 2014). The qualitative data comprises of the observations, surveys, online forums and others. The literature review is also used to analyze the qualitative data (Gelman et al., 2014). The quantitative data analysis consists of the testing of the theoretical framework of the problem statement and the different variables associated with the problem. This type of data analysis displays the strengths of association between the dependant as well as independent variables. It is also important to test the null hypothesis as well as the alternate hypothesis. The researcher may also use the methods of multiple regressions, which further strengthens the test of association.

Results

The data analysis gives some interesting results. The researcher used the results to deduce suitable conclusions. The customers were not happy with the present services of the division. The quality of services was poor and it did not match the customer requirements. There was lack of trained manpower, especially the technical operators. The couriers that were used for pick and delivery of the customer’s instruments were faulty in nature and cannot be trusted. It was found out that some machine parts were not available in the local markets, but they were available in the national market. On an average, there were four to five customer complaints in a day. The primary issues of the complaints were lack of service, poor quality of the services, poor quality of the courier services, non availability of the technical operators, and non-availability of the various machine parts. The researcher found out that the customer satisfaction levels were poor and the customers were not likely to come back for re-orders.

Ethical considerations

The researcher should abide by the specifications of the “ethical conduct of research” for the purpose of the truthful achievement of the goals or objectives of the research. The participants should not be forced to take part in the data collection process. It is the duty of the researcher to ensure privacy of information.

Budget and Timelines

Weeks

1

2

3

4

5

6

7

8

9

10

Project Milestones

Research Objectives

Research questions

Research outcome

Research Process

Data collection process

Data analysis

Ethical Consideration

Dummy Tables

Contents of the Research Proposal

Main points

Problem Statement

Identifies main issue of the research

Purpose of Research

Goals and objectives of the research

Research Objectives

Specific objectives of the research

Research questions

Questions for the specific research

Research outcome

End results expected from the research

Research Hypothesis

Two types of hypothesis formulated

Research Process

Procedure of the research

Sample Design

Number of people interviewed

Data collection process

Procedures followed for the collection of data

Data analysis

Procedure for analysis of data collected

Ethical Consideration

Ethical guidelines for carrying out research process

Questions

Option 1

Option 2

Option 3

Are the customers happy with the services

Yes

No

Don’t know

Are the customers likely to come back for repeat orders?

Yes

No

Don’t know

Are there sufficient manpower?

Yes

No

Don’t know

Is the courier service reliable?

Yes

No

Don’t know

Are the machine parts available in local market?

Yes

No

Don’t know

Are the machine parts available in the national market?

Yes

No

Don’t know

Are there any customer complaints?

Yes

No

Don’t know

References

Bryman, A. (2015). Social research methods. Oxford university press.

Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.

Englander, M. (2012). The interview: Data collection in descriptive phenomenological human scientific research. Journal of Phenomenological Psychology, 43(1), 13-35.

Gelman, A., Carlin, J. B., Stern, H. S., & Rubin, D. B. (2014). Bayesian data analysis (Vol. 2). Boca Raton, FL, USA: Chapman & Hall/CRC.

Repko, A. F., & Szostak, R. (2016). Interdisciplinary research: Process and theory. Sage Publications.

Silverman, D. (2013). Doing qualitative research: A practical handbook. SAGE Publications Limited.

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