Total Marks: 100
Due time and date: 23.59AEDT, Sunday, 16 October 2016
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 1 Page 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
Note: Word count is a guide only.
Assignment 1 Page 2 of 3
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.
GSBS6002 Weeks 1-5 Lecture Notes/Handout and workshop materials (available
Business Research Methods (with Qualtrics Printed Access Card), 9th Edition
William G. Zikmund, Barry J. Babin, Jon C. Carr and Mitch Griffin