Due time and date: 12.00pm AEDST, Wednesday, 18 March, 2015
1. Maximum word length: 1500 words.
2. Submit a soft copy in Word format via Turnitin (with an assignment cover sheet).
3. Assignments submitted by other means (e.g. email) or forms (scanned copy,
Excel document) will attract no marks.
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
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 (150 words): 10 marks ?
Purpose of the research (150 words): 10 marks ?
Research design, including the design of a questionnaire (500 words): 30 marks ?
Sample design (250 words): 15 marks ?
Data collection, processing and analysis (150 words): 10 marks ?
Budget and timeline (100 words): 10 marks ?
Dummy tables (100 words): 10 marks ? References (100 words): 5 marks
Note: Word count is a guide only.
American Psychological Association (APA) 6th Edition