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Research and Analysis Report

Please read the following scenario and address the answers to the questions provided. Using Microsoft Word, answer each question below in a report format using the style guide provided.

Scenario

Your organisation has compiled statistics gathered over a period of 12 months on customer complaints. You have been asked by your manager to review the data based on your teams customer service skills. After you have analysed the data provided below, you are to create a report that addresses the assessment questions.

The following key is to indicate the focus of the customer complaint that has been recorded. K, R & B indicate the complaint was caused by the relevant staff; P indicates the complaint is caused by a product; S indicates the complaint is caused by an external service provider.

Customer Service Complaints Data

Key for staff: K = Kasyme, R = Raquel, B = Basel

Each letter represents one complaint. i.e. K = 1 complaint towards Kasyme; S, S = 2 service complaints.

QUESTIONS:

1. Analyse your data findings from the scenario provided?
2. What are your findings from this data analysis? What impact will this data have on your company?
3. Explain the data analysis methods you used and how you have applied these methods e.g. quantitative, qualitative.
4. Create a graphical representation of the data using MS Excel and insert into your report
5. How will this organisation monitor the levels of customer satisfaction in the future to ensure that their levels of customer services maintain a high level?
6. Explain where would the organisation store this information for future reference? Which departments would find this information useful for their operations? Should this data be stored securely? If yes, why?
7. How might the organisation store this data securely to protect their intellectual property?
8. What policies and procedures may need to be updated as a result of your research findings?
9. Share your draft copy of your report and your data findings with a colleague by sending them your report via email. Ask them to provide written feedback on your assessment based on the suitability and sufficiency of your findings. Your classmate is to provide a written response to the following questions which may be in email format. Note: Their written response must be submitted as part of your assessment evidence. This may be a copy of the email they send to you.

Based on the feedback you receive from your colleague, answer the following questions:

1. Do they agree on the outcome of your data analysis?
2. Do they agree with your identified solution?
3. What additional data findings would they recommend to be added to your findings?
4. Ask them to provide feedback on your report layout and format for improvement recommendations

10. Create a final copy of your report which includes the recommended changes suggested by your colleague. Ensure you submit the following into Moodle:

1. A copy of your Draft Report with feedback provided by your colleague (we suggest using Track Changes that show their suggested amendments)
2. A copy of correspondence with feedback gathered about the suitability and sufficiency of your findings.
3. A copy of your Final Report

STYLE GUIDE

Structure of reports should be flexible but generally follow:

• Title
• Introduction
• Body
• Conclusion/Recommendations
• Appendices
• References

Introduction should do the following:

• present an overview of the subject matter
• describe the research methods
• identify the findings (can use bullet points)
• list recommendations (can use bullet points)
• use language appropriate to audience and purpose.

Body text

Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings and should be written using paragraphs.

Week Mon Tue Thu | Sat Sun Wed 1 S 2 P, B P B,P IS P PS P. R 11 P R P , S,B 15 16 S 18 S PB, RS,B PB 21 S B, SP | RS . 28 , 1 S,B P, B 30 31 32 R, B B P ,B S,B 34 S SB PB P S B, S S BP SAB 40 41 42 43 44 45 P, B B S IK KRP P.S S,B 46 47 S,B S,B B, B 51 S,B P.B P RK SPB 52 P,B Week Mon Tue Thu | Sat Sun Wed 1 S 2 P, B P B,P IS P PS P. R 11 P R P , S,B 15 16 S 18 S PB, RS,B PB 21 S B, SP | RS . 28 , 1 S,B P, B 30 31 32 R, B B P ,B S,B 34 S SB PB P S B, S S BP SAB 40 41 42 43 44 45 P, B B S IK KRP P.S S,B 46 47 S,B S,B B, B 51 S,B P.B P RK SPB 52 P,B

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