Case Study - Computers R Us
Computers R Us, a computer manufacturer and retailer has recently launched a service and repair division, CompleteCare, for its portable/laptop/notebook computers. This division promises to provide a rapid response to customer technical enquiries and warranty repairs.
The CompleteCare division is however currently experiencing a shortage of trained technical operators in its telephone centre. In addition the courier, contracted to pick up and deliver customers' machines to the repair centre, has been unreliable. CompleteCare has also experienced parts availability problems for some machine types. Recent phone logs at the Computers R Us call centre contain multiple complaints about CompleteCare. It is unknown how representative these complaints are, if they have a common cause and what implications they may have on the satisfaction of Computers R Us customers.
To address these issues, the management of Computers R Us desires information on the effectiveness of the CompleteCare division and its impact on customer satisfaction to determine what could be done to improve the CompleteCare program.
Required
Write a research proposal to address the problems faced by Computers R Us. You are required to follow the following structure of the proposal:
- Problem statement/background
- Purpose of the research
- Research design, including the design of a questionnaire
- Sample design
- Data collection, processing and analysis
- Budget and timeline
- Dummy tables
- References
Referencing style
American Psychological Association (APA) 6th Edition.