Can you help do the last three bullets?
Student Ricky
team_assignment_from_others_students.docxPreparing to Conduct Business Research Pt. 2
The key business objectives in this scenario are first, to provide the customer with the optimum resolution, and then proceed to the education of handset design and steps to prevent further incidents. The first question should be why management allowed the second incident to occur even with knowledge of the handsets inferior design. The second should be how the company can implement formal re-training to prevent the reoccurrence of similar issues with any handset, offsetting the cost to both the company and the customer. With proof that knowledge of the faulty port is known among sales representatives, we can determine that the second incident occurred due to laziness or a lack of resolution knowledge on behalf of the rep and manager in charge. An implementation of conflict resolution regarding faulty handsets will set expectations among employees and managers will be responsible for upholding their teams to expected performance, thus preventing a continuation of similar scenarios.
The dependent variable in this case is the satisfactory replacement of a faulty handset at first appearance. The independent variables would be the presence of a knowledgeable and competent employee as well as the availability of a replacement.
Identify the ethical considerations that must be considered.
Like any research conducted ethics and moral obligation should be priority to any data collected, reviewed, and implemented. Information passed from the customer to the salesperson should be clear and concise with the facts, and results. Once information of a defected product, procedure, and policy are identified a level of ethical standard should motivate any salesperson to want to alleviate any future problems that could arise from similar incidents.
Discuss the implications of the ethical considerations.
The leadership and management positions once alerted to any shortfalls in policy and procedures from staff, salespeople, and technical experts must make the correct ethical decision and moral obligation. It was identified that proper training could have prevented some of the resulting complication with the sale of this brand of phone. Simple things like reassuring the customer that both the salesperson and management has identified, understands, and has taken steps to resolve any additional issues has always been the base of any customer satisfaction guidelines. The data collected from the customer and salesperson has always been pivotal to help determine what went right and what went wrong.
Define the purpose of the research
The whole purpose for the research is to help management determine if there is a problem in the product, policy, customer error, and procedure of the cellular retail store. The research data and feedback collected helps management and leadership with possible changes to training for new and old employees.
