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Mindwriter

In: English and Literature

Submitted By amaka
Words 818
Pages 4
Define the research Problem
Because of their brainstorming, they are able to restate management’s question: “What should be done to improve the CompleteCare program for MindWriter product repairs and servicing?” After exploration, Myra and Jason brainstorm the following research and investigative questions:
Research Questions
1. Should the technical representative be given more intensive training, or not?
2. Should ABC Courier Service be replaced with an overnight air transport service, or not?
3. Should the repair-diagnostic and repair-sequencing operations be modified, or not?
4. Should the return packaging be modified to include premolded rigid foam inserts, conforming-expanding foam protection, or neither?
5. Should metropolitan repair centers be established to complement or replace in-factory repair facilities, or not?
Investigative Questions
1. How well is the call center helping the customers? Is it helping the customer with instructions? What percentage of customers’ technical problems is the center solving without callbacks? How long do customers wait on the phone?
2. How good is the transportation company? Does it pick up and deliver the laptop responsively? How long do customers wait for pickup? Delivery? Are the laptops damaged due to package handling? What available packaging alternatives are cost-effective?
3. How good is the repair group? What is the sequencing of the repair program, diagnostics through completion? Is the repair complete? Are customers’ problems resolved? Are new repair problems emerging? Are customers’ repair-time expectations being met?
4. (Do this set of questions on your own. See Discussion Question 9 at the end of this chapter.)
5. What is the overall satisfaction with CompleteCare and with the MindWriter product?
Myra now has enough information to go back to Gracie at MindWriter. In particular, Myra wants to know

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