Delivery of Customer-Oriented Services - Research Proposal Example

Business Decision-making Introduction This paper provides credible and reliable information pertaining to performance enhancement and delivery of customer-oriented services in various institutions. It aims at equipping managers of the institutions that include a college, Male retail outlet and a computer company with pertinent information on issues touching of performance based on customer needs. In the first part, it focuses on establishing the customer responses to the introduction of new courses. The idea is to produce holistic education that can equip students with pertinent life skills to enable them become useful and competitive in life. Similarly, the introduction of the new courses is aimed at attracting more students to the college to enable it enhance its performance, profitability and reputation among other service providers. Task 2 is based on men’s shirt retailer whose interest is to advance sales by capturing new market. The retailer’s interest is in the students who would join the college while task three is based on a computer service provider who is also keen in expanding performance and market base. Research methodology The research adopted qualitative research technique that holds the capacity of driving studies of such nature. The research technique was selected due to its appropriateness of facilitating the realization of reliable and credible results upon which decisions are based. It was chosen by the researcher based on his judgement about its appropriateness in ensuring the realization of research objectives. In this study, two main data collection techniques were used to collect data from a sample size selected. The techniques included primary and secondary data collection methods where the use of questionnaires and print material were adopted respectively. The data collection techniques enabled the researcher to get reliable information that was analysed using pertinent data analysis techniques such as MS excel and word. After the analysis, conclusions were drawn based on the information obtained to help in decision-making. The kind of secondary data obtained Indeed, positive information about the college, the quality of its activities, core strengths and weaknesses were obtained from the secondary data used. The secondary data that included print materials published by some of the alumni members of the college and independent students including employers facilitated the establishment of what people think about the college. The information was also drawn from external writers whose works on education is influential in most settings. From the information, it was established that most individuals are satisfied with the services the college offers that ranges from business management course, information technology, business analytics, accounting, and social development among others. Some of the authors who were former students affirmed that their success was attributable to the solid foundation they received from their institution. The authors affirm that the college need to streamline its services, introduce more courses and services to further impact the lives of people in the society. The designed questionnaire The questionnaire that was presented to the respondents contained pertinent questions that were based on the research objectives. The questions were designed in a systematic way to enable the realisation of quality information pertaining to the idea of the course introduction in the school. The questions are Personal information 1. What is your age 18 – 20 [ ] 21 – 25 [ ] 26 – 35 [ ] 2. Gender Male [ ] Female [ ] 3. Do you know ABC College? If yes, are you a customer of the college? Yes [ ] No [ ] ............................................................................................................................................................................................................................................................................................ 4. What is your assessment about the performance of the college and the quality of the courses it offers? .......................................................................................................................................................................................................................................................................................................................................................................................................................................... 5. What kind of courses would you prefer added to the curriculum? And why? ....................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................... 6. Do you think the courses will change the lives of the community members? Yes [ ] No [ ] 7. What kind of improvements would like to see undertaken in the company? ................................................................................................................................................................................................................................................................................................ Survey methodology and sampling frame used In this study, a sample size of 25 respondents was presented with the questionnaires. The sample size was selected by the researcher based on their appropriateness in providing pertinent information towards the realisation of the intended results. The sample size included 15 independent students, 5 business entities and 5 locals. On the other hand, the research adopted statistical survey methodology. The methodology facilitated the execution of the data collection and identification of reliable individuals who were sampled (Bethlehem, 2009, p. 6). It assisted the researcher in developing credible statistical inferences about the population and the group of people sampled. Data analysis and presentation of findings Quartiles, percentiles and correlation coefficients have been effectively in the process of executing data analysis, presentation and interpretation. The employment of the techniques enabled the researcher to draw logical conclusions based on the percentage and numerical responses pertaining to the questions raised. Firstly, the correlation coefficient facilitated the development of pertinent questions with systematic relations towards acquiring quality results to aid decision-making (Bethlehem, 2009, p. 6). The questions contained in the questionnaire are highly correlated as evident to give a clear picture of the customer’s view about the college. Quartiles and percentiles have been instrumental in facilitating the calculation and presentation of the responses based on percentage rates. The summary of data using representative values Notably, all the questionnaires presented to the sample size of 25 people were received back except one. Most of the people who responded were of the age group of between 20 to 25 years which was represented by 65% while 20% were of age bracket of 26 to 35 and 15% were of age bracket of 18 to 20. Gender parity as established stood at 60% men and 40% women. This depicts that the majority of the respondents were men as compared to women despite one woman declining to hand in her feedback report. Response rate Gender parity Do you know ABC College? If yes, are you a customer of the college? On this question, 80% of the respondents noted that they are aware of the college and the services it offers while 20% recorded a disclaimer. This is shown below Pertaining to the question on whether the respondents were aware of the college, over 80% of the respondents noted that they are aware of the college and the services it offers while 20% recorded a disclaimer. Out of the 80% of the respondents who are aware of the college, majority were potential independent students who were of the age bracket of between 20 to 25, and potential employers and locals. Out of the 80% of those aware of the college 60% noted that they have been consumers of its services with others stating that it is a contributor to their noble careers. 40% of the respondents indicated that they were not active consumers despite knowing about it asserting that they would do so if need be due to its reputation. Assessment about the performance of the college and the quality of courses it offers Response rate on performance As indicated in the chart, 50% of the respondents indicated that the performance are good, 30% indicating fair and 20% indicating average. On the question of the performance of the college and the relevance of the courses, majority of the respondents affirmed that the institution is in the right track. They noted that the college has always provided them with market-oriented business and management skills that have facilitated their success. It has built their interpersonal capacity, knowledge base and communication skills (London, 2003, p. 3). They noted that the few staff members are responsive to customer issues and accord timely support. This group is represented by 50% of the respondents. Others indicated that the college was in the right track however it should improve on its course content, invest in infrastructure, set up computer systems and diversify its services. From the comments, most respondents who have been students in the school, potential entry persons, and business entities who second their employees for additional training, approves the college. Therefore, the college is in the right track, and the introduction of additional courses would help in advancing its activities and business opportunities. What courses would you prefer added to the curriculum? And why? 1. Table showing the preferred subjects Sample category Courses Independent students Information technology and mathematics, community development and computer science Business entities Information systems, computer science, auditing, and corporate management Locals Community development, social studies, and population management On the question, touching on the kind of courses the customers would like the college to introduce; varied opinions were generated based on individual’s needs and passion. 65% of the respondents indicated that they would like to see the college introduce more courses that are industry-oriented. They cited courses such as information technology and mathematics, computer science, auditing, corporate management, population management among others. They noted that the courses remain relevant in driving operations, ensuring a high level of competitiveness, and enhance performance in various sectors. 35% of the respondents had no idea of the courses they would like to see introduced in the college but noted that they should be market oriented. They should be based on the needs of the people. From the responses, it is evident that most individuals prefer courses that help in providing critical solutions to the emerging challenges that affect business operations in diverse settings (Enos, 2000, 14). The respondents seek to expand their knowledge base through relevant courses. The overwhelming response and proposals on the questions and suggestion of the courses such computer science, information technology, auditing among others shows the willingness of the potential students, students and staff members of various institutions in seeking the services of the school. Therefore, it is prudent for the college to consider adopting the courses based on the demand that in turn is an indicator of good business for the institution and to other service providers. On the question, pertaining to the kind of improvements customers would like to see undertaken in the company. 45% of the respondents indicated addition of courses and quality service delivery 30% indicated effective time management and efficiency in the management of financial transactions 25% indicated responsiveness to customer issues. On the question, touching on the capacity of the courses in changing the lives of people, over 80% of the respondents who proposed their choice courses asserted that they would help in improving livelihood of most individuals through the development of quality solutions to the problems affecting the people. The courses are bound to equip various individuals within ideal skills necessary for economic, social and technological development in the societies thereby creating job opportunities including life incentives. Those who indicated a dissenting opinion on the matter affirmed that changing lives of the community members involves many things. It does not entail the type of courses holistically given that ideas must be facilitated through clear systems. Conclusion It is clear that the introduction of additional courses will enable the college to attract more customers hence improve and create more business opportunities for the college and subsidiary service providers such as the shirt retailer and the computer supplier. This is evident based on the overwhelming response obtained from the potential customers who endorsed such a project. The customers who are from different backgrounds indicated that they would pursue various courses in the college if they were introduced due to its good reputation. Advice for a men’s shirt retailer Any business is formed with the mission to making profits and satisfying customer needs. Due to this, businesses are constantly in pursuit of new markets and ways of executing operations. They also explore the use of best practices in ensuring that they meet consumer needs without complications. As an advisor, it is prudent for business entities to re-focus their synergies in understanding the market they operate in, the needs of customers and ways of meeting the needs (Enos, 2000, 24). From the study conducted, business entities such as the men’s retail shop are bound to record more sales due to increased number of enrolment in the college. The interest showed by most student sin joining the school depicts a bright future for the company as it seeks to benefit from the students. Therefore, the company’s operators should put requisite measures in place to satisfy the needs of the potential customers. The company should know and plan for the expanding market based on the results of the study conducted on the student’s interest in joining the college. The results speak loud and clear as presented in the diagrams, figures, percentage, and numeral aspects. Over 50% of the respondents indicated that they would enrol to pursue various courses in the college if they diversify to providing market-oriented courses. This indicates that the demand of shirts in the area will increase thereby affect price index and inflation rate. The prices of the shirts are likely to increase steadily so long as the market holds. Therefore, the retailer should consider investing in more shirts in preparation for the high demand and good returns. The projection of the increase in prices between the years 2013 to 2015 is indicated below. 2010 2011 2012 2013 2014 2015 110 120 130 143 165 198 As shown, the prices for the shirts are expected to rise by 10%, 15% and 20% in the three years due to the demand. This will increase the price index from 130 the year 2012 to 143 in year 2013, 165 in 2014 and 198 in 2015. The expected increase in prices depicts a lucrative future for the retailer, and he should seize the opportunity without looking back by investing in the business. In financial perspectives, the retail price variations are caused by diverse factors that include inflation, demand and supply parameters. The factors cause either a drop or increase in the retail price of items. For instance, the men’s retail shop is bound to experience an increase in demand of shirts based on the potential market base predicted. This will inflate the price of the shirts from $12 charged in the year 2010 to a projected figure of $28 in the year 2015. The amount is bound to increase steadily at a rate of 48%. The increase also depicts the reason why the retail store manager should inject additional investment in the business. Task Three The new computer company should work towards exploring the opportunities that exist in the market such as the one presented at the college. The college is a centre of excellence where computer usage is common among students and lecturers. The school also provides a good market for computers since it makes purchases for learning purposes. The opportunity is evident based on the research findings where it is established that more students will enrol for studies in the college (London, 2003, p. 13). As shown in the results, over 50% of the respondents indicated their willingness to continue studying in the college while over 65% of they respondents noted their willingness if additional courses are introduced. The increase in numbers of individuals with the interest is shown using figurative and graphical representation. Based on the facts about the growth of the college in terms of additional student base, A & H Jones should make requisite arrangements to benefit from the opportunity. The computer supplier should make adequate purchasing of computers in readiness to supplying the school and students (London, 2003, p. 3). This should be after the analysis on the period and customer numbers has been effected to avert any form of loss. The minimum time it will, take to implement the system Installing the systems may take averagely two months in the college. The duration is based on the schedule provided by the supplier that indicates the supplying period that stands at 28 days, purchasing duration, approval days by the HQ, four days for training, and explanation of the functionality of the system to the staff among other procedures. Due to the long period of installation, the company should make arrangements and secure contract with the college in prior for the installation process to be ignited before students join. Task Start Date Duration Securing of the project 10-Feb 10 days The supplying period 10-Mar 28 days Approval period 10-Mar 3 days Developing the project design and communication of the plan 10-Mar 2 days Training of staff members 10-Apr 4 days Giving detailed explanation on the systems operation to the staff 10-Apr 3 days List of References Bethlehem, J. G. (2009). Applied survey methods: a statistical perspective. Hoboken, N.J., Wiley. Enos, D, 2000, Performance Improvement: Making It Happen. New York: CRC Press, 2000 London, M, 2003, Job Feedback: Giving, Seeking, and Using Feedback for Performance Improvement. New York: Psychology Press, 2003 Read More