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...

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.

The CompleteCare division is however currently experiencing a shortage of trained

technical operators in its telephone centre. In addition the courier, contracted to

pick up and deliver customers’ machines to the repair centre, has been unreliable.

CompleteCare has also experienced parts availability problems for some machine

types. Recent phone logs at the Computers R Us call centre contain multiple

complaints about CompleteCare. It is unknown how representative these complaints

are, if they have a common cause and what implications they may have on the

satisfaction of Computers R Us customers.

To address these issues, the management of Computers R Us desires information on

the effectiveness of the CompleteCare division and its impact on customer

satisfaction to determine what could be done to improve the CompleteCare

program.

Required

Write a research proposal to address the problems faced by Computers R Us. You are

required to follow the following structure of the proposal:  Problem statement/background (150 words): 10 marks  Purpose of the research (150 words): 10 marks  Research design, including the design of a questionnaire (750 words): 30 marks  Sample design (400 words): 15 marks  Data collection, processing and analysis (250 words): 10 marks  Budget and timeline (100 words): 10 marks  Dummy tables (100 words): 10 marks  References (100 words): 5 marks
Note: Word count is a guide only.

Assignment 1  Page 3 of 3

Referencing style

American Psychological Association (APA) 6th Edition. You can find helpful examples

of APA 6th ed. citation in pp 26-38 of the 2013 NBS Postgraduate Student Manual as

well as at http://www.apastyle.org/index.aspx