Ann Ellis is a systems analyst at CyberStuff, a large company that sells computer hardware and software via telephone, mail order, and the Internet. CyberStuff processes several thousand transactions per week on a three-shift operation and employs 50 full-time and 125 part-time employees. Lately, the billing department has experienced an increase in the number of customer complaints about incorrect bills. During the preliminary investigation, Ann learned that some CyberStuff representatives did not follow established order entry procedures. She feels that with more information, she might find a pattern and identify a solution for the problem. Ann is not sure how to proceed. She came to you, her supervisor, with two separate questions. First, is a questionnaire the best approach, or would interviews be better? Second, whether she uses interviews, a questionnaire, or both techniques, should she select the participants at random, include an equal number of people from each shift, or use some other approach? As Ann’s supervisor, what would you suggest, and why?
Ann Ellis is a systems analyst at CyberStuff, a large company that sells computer hardware and
software via telephone, mail order, and the Internet. CyberStuff processes several thousand
transactions per week on a three-shift operation and employs 50 full-time and 125 part-time
employees. Lately, the billing department has experienced an increase in the number of customer
complaints about incorrect bills. During the preliminary investigation, Ann learned that
some CyberStuff representatives did not follow established order entry procedures. She feels
that with more information, she might find a pattern and identify a solution for the problem.
Ann is not sure how to proceed. She came to you, her supervisor, with two separate
questions. First, is a questionnaire the best approach, or would interviews be better?
Second, whether she uses interviews, a questionnaire, or both techniques, should she
select the participants at random, include an equal number of people from each shift, or
use some other approach? As Ann’s supervisor, what would you suggest, and why?
Trending now
This is a popular solution!
Step by step
Solved in 2 steps
