Assignment 2.3: Justification Report Final

JUSTIFICATION REPORT

Justification Report

Roseline Adebayo

ENG 315- Professional Communications

Dr. Mary Rose Kasraie

Aug 8, 2016

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To: XYZ Business Ltd.

From: Roseline Adebayo

Date: Aug 8, 2016

Subject: Improvement of Customer Service Delivery

Problem Statement

Customer taste and preferences change frequently. However, attending and adjusting to

such changes take time due to communication barrier. Customers are sensitive to changes and

require urgent responses to avoid losing them to competitors. There are various environmental

factors that result to changes in customer and market needs. These factors include technological

advancement and differentiation of products and services.

Overview of Alternatives

The solution to the above problem is developing a personalized online service for the

esteemed customers, which will improve the provision of services to all customers. Due to

technological advancement, business can be done online regardless of the physical location of

both the business and the customer (Kim, 2009). In order to reach a large number of customers in

a short time, the online service needs to be implemented to ease service and product delivery.

Another possible solution is employment of qualified staff that will study the market trends and

develop future market predictions. The predictions will be help the business in strategic planning

since it will have sufficient knowledge on future market performance such as expected changes.

This will help the business to prepare in advance therefore providing best services to its

customers.

Apple Inc. is known to develop an online platform, which enables it to collect real time

data from their customers and make improvements on areas requested by the customers. This has

enabled them to tailor and make their products and services according to customer preferences

thus leading to improved service delivery (Apkovič, 2016). McDonald foods have also been

known to hire researchers to study market trends that have enabled them to stay afloat and

competitive in the market with their competitors. The information acquired has enabled them to

prepare in advance therefore continue offering high quality services to their customers.

Evaluation of Alternatives

o Cost

The two alternatives are both solutions to improving customer service delivery. They also aid

in easing product delivery. However, the cost of implementing alternative A differs from the

cost of implementing alternative B.

o Efficiency

Both alternative A and B are efficient in improving customer service delivery. However, due

to technological advancement and accessibility, alternative A seems to be more efficient than

alternative B.

lacks headers

this material does not belong

Roseline: You need a specific problem statement: What is the problem?

Alternatives A and B are not clearly defined; see comments on previous assignment; see model papers

This section simply describes alternative solutions; it does not evaluate them.

JUSTIFICATION REPORT

o Desirability

Alternative A fits in the current technological era and allows it to access a lot of customers

within a very short period of time. This brings efficiency thus becomes more desirable.

o Time

Once alternative A is implemented, it is applied immediately and goes to use as soon as

possible. This makes its implementation fast compared to alternative B.

o Practicality

Alternative A uses technology that is more practical as compared to alternative B.

Findings and Analysis

Design and implementation of the online platform seems to be more viable than consulting

researchers to undertake market research. This is because the online platform is cheap to

undertake as compared to hiring qualified researchers. The online platform has the ability to

reach a large number of customers during a very short time thus making it more efficient (Geng

et al, 2010). It takes a very long time to gather and utilize information obtained by researchers

thus making alternative A; the online platform more desirable. Due technological advancement,

the online platform is able to collect real time data from a total representation of the entire

customer base thus enabling the online platform to be more practical.

Criteria

Online

Platform

Hiring

Researchers

Cost Low Very high

Efficiency High High

Desirability High Moderate

Time Low High

Practicality High Moderate

In order to offer high quality services, a business should be well versed with market trends,

which in turn will help them in strategic planning (Peterson, 2009). Online platform offers real

time data on customer needs thus leading to improved service delivery to customers. However, a

business can combine both researchers and online platform for exemplary customer services.

Both alternative A and B will aid in offering high quality services to customers thus maintain

rapport that creates loyalty.

I look forward to working with you in order to design and implement the above alternatives.

Thanks in advance and I look forward for your feedback.

Yours sincerely

Roseline Adebayo you are not to write a letter, Roseline, but a justification report. Please see information in the course shell.

incorrect citation

evaluation of alternatives is not complete and does not use sources

References

Apkovič, F. (2016). Cooperation of hybrid agents in models of McDonalds foods. KES, 19(4),

199-213. http://dx.doi.org/10.3233/kes-150322

Kim, S. S. (2009). Out of dedication or constraint? A dual model of post-adoption phenomena and its empirical test in the context of online services. MIS quarterly.

Geng, J. & Tian, X. (2010). Knowledge-Based Computer Aided Process Innovation

Method. AMR, 97-101, 3299-3302. http://dx.doi.org/10.4028/www.scientific.net/amr.97

Rhee, S. H. (2010). Increasing the efficiency of business processes using a theory of constraints.

Information Systems Frontiers.

Peterson, I. (2009). Agents of Cooperation. Science News, 155(1), 12.

http://dx.doi.org/10.2307/408

all sources must be used in the evaluation of alternatives

Please review formatting of reference page; the foundation is good, however.

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