Research Proposal: Computer R Us Case study


Weight: 25%

Total Marks: 100

Submission instructions:

1. Maximum word length: 2000 words.

2. Submit a soft copy in Word format via Turnitin (with an assignment cover sheet).

3. Assignments submitted by other means (e.g. email) or forms (scanned copy, Excel document) will attract no marks.
Late submissions: The mark for an assessment item submitted after the designated time on the due date, without an approved extension of time, will be reduced by 10% of the possible maximum mark for that assessment item for each day or part day that the assessment item is late. Note: this applies equally to week and weekend days.

Assignment 1Page 1 of 3

Case Study – Computers R Us

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.


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): 5 marks
• Purpose of the research (100 words): 5 marks
• Research design, including the design of a questionnaire (600 words): 30 marks
• Sample design (750 words): 35 marks
• Data collection, processing and analysis (100 words): 5 marks
• Budget and timeline (100 words): 5 marks
• Dummy tables (100 words): 10 marks
• References (100 words): 5 marks


Computer R Us is a computer manufacturer and Retail Company which has newly set up a servicing and repair unit, Complete Care to foster its productivity. Complete Care is established to offer warranty repairs and attend to technical inquiries from the customers regarding their portable/laptop/notebook computers. The Complete Care unit focuses on providing rapid responses to consumers to ensure an utmost satisfaction on the use of its computers.  However, Complete Care faces immense challenges such as; shortage of trained technical staff to operate its telephone center, Unreliability of the courier contracted to deliver and pick up customers computers for repair and unavailability of spare parts for some of its machines which have become a hurdle to the operations of the Company. The company, therefore, is receiving multiple complaints on the low productivity and correspondence of this servicing division from the customers, a problem that this research paper seeks to unravel.