Assignment2 6002 Essay

1247 WordsAug 14, 20155 Pages
GSBS6002 Foundations of Business Analysis Assignment 2 Weight: 35% Total Marks: 100 Due time and date: 23.59pm, Friday, 7 August, 2015 Submission instructions: 1. Maximum word length: 3000 words (excluding references, tables and figures). 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. However, the division is experiencing: - a shortage of trained technical operators in its telephone centre; - distribution problems; and - parts availability problems. As a result, Computers R Us has received multiple complaints about CompleteCare at the Computers R Us call centre. To address these issues, a research proposal was prepared (Assignment 1) and the research overseen by the management of Computers R Us. It was found that customer satisfaction was a Page 1 of 6 contributing factor to the issues experienced in the CompleteCare division. Consequently, the management of Computers R Us have developed several possible initiatives to improve customer satisfaction to a minimum level of 7 out of 10. These initiatives include: decreasing response times in the CompleteCare division, training and continuous education for staff on products and services to assist customers, increasing methods of communication between Computers R Us and its customers and a new loyalty rewards program. Management is interested to know which of these strategies is considered the most effective by Computers R Us

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