Improving Complaints-Handling Management through Effective Change Management Process

This dissertation proposal aims to address how Complaints-Handling Management can be improved by implementing an effective change management process. It includes literature review, research methodology, and plan of work.

Dissertation Research Proposal
Student Number
Name
Program
Title of Dissertation
Aims of the Dissertation
The main aim of this study is to address how can Complaints-Handling Management will
be improved by implementing an effective change management process
Research Hypothesis(es)
H0: There is a relationship between complaints-handling management as well as change
management process
H1: There is no relationship between complaints-handling management as well as a
change management process
Literature Review
The effectiveness has relied on effective management however; there is continuous
training to the organization management to be well-organized. The organizational culture
depends on employee commitment (Ferrazzi, 2014). Moreover, it is illustrated that the
organizational culture will be complicated for change management. Inspiration has relied
on factual data that will be going to introduce the feedback culture (Johannesson,
Mavroidis, 2017). If a workforces take feedback seriously because it supports to
encourage inspiration. The organization can use Kotter's change management model is
practiced for getting reliable data in favor of the organizational purpose. Further, it is
illustrated that this model is an imperative tool for handing conflict issues effectively. In
addition, it is also examined that this model is effective for managing the change
management process (Cuervo-Cazurra, et al., 2017).
Research Methodology
(A) Research Design (Exploratory, Descriptive or Causal)
The research design is effective in gathering data for the research matter. There are
different tools that are considered in the research designs named as exploratory,
descriptive, and causal research method. In this, the researcher will use descriptive
research method for evaluating the conceptual information towards the study matter. This
method would be vital in accomplishing research issue. The descriptive research tool will
also make liable to the investigator in obtaining factual information about the research
issue (Kumari, Usmani, Husain, 2013).
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(B) Research Approach (Qualitative / Observational / Survey / Experimental)
The research approach is practiced by the researcher for meeting the research purpose.
There are certain tools that are entailed by researcher named Qualitative / Observational /
Survey / Experimental. In this, survey will be practiced by researcher for getting the
direct responses towards the research matter. The survey tool will be practiced in
collecting reliable data towards Complaints-Handling Management will be improved by
implementing an effective change management process. In this, survey tool will assist to
get the reaction towards the research issue (Maeda, Hotaka, 2015).
(C) Research Instrument (Questionnaire / Mechanical Instruments)
The questionnaire will be practiced in conducting the research. The collected responses
will be presented by entailing pie charts, tables, and graphs. The questionnaire is an
effective instrument that is practiced in collecting the data in the context of matter. It
would be supportive of making the relationship between complaints-handling
management as well as the change management process. It would also support to make
an effective result in the favor of research matter (Mirzoev and Kane, 2018).
(D) Sampling Design (Sampling frame, Sample size, Sampling Method)
In this study, the researcher will use a probability sampling tool that allows the researcher
to selecting a suitable sample size. This method will aid support to get without biased
results (Mirzoev and Kane, 2018) The researcher will consider different age, gender and
experience of people to get direct responses of the research candidates. This method will
aid to meet the research purpose. The researcher will select 50 employees and 50
customers for conducting the research matter. This method will provide an opportunity
for selecting a suitable sample size and get favorable research matters (Shareia, 2016).
(E) Data Analysis Techniques
The quantitative data evaluation tool will be practiced in evaluating the data. Ms-Excel
software will be used for evaluating the data for meeting the organizational task. I also
practiced Likert scale by which I will evaluate the collected responses for meeting the
organizational task. Pearson's correlation could be used with covariance and z-score
computations to understand the theory.
Plan of Work
The following table demonstrates many research acts that will be completed in the
research in the targeted time frame:
Research
acts /time
1 2 3 4 5 6 7 8 9
Research
aim and
objectives
Literature
review
Research
method
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selections
Data
evaluation
methods
Suitable
sample
size
Writing a
research
paper
Final
report
Resources Required
In this study, there are certain resources that are entailed by the researcher named as
books, laptops, notes, pencils, email id, and surveys through questionnaire. These
resources are required to meet the research purpose.
Bibliography
 Cuervo-Cazurra, Alvaro, Mudambi Ram, Pedersen Torben, Piscitello Lucia,
2017.Research Methodology in Global Strategy Research. Global Strategy
Journal. Aug 2017, Vol 7(3) pp.233-240.
 Ferrazzi, K., 2014. Managing Change, One Day at a Time. Harvard Business
Review, 92(7), pp.23-25.
 Johannesson, Mavroidis, 2017. The WTO Dispute Settlement System 1995 2016:
A Data Set and It's Descriptive Statistics. Journal of World Trade, 2017, (51)(3)
p357-408. 52p
 Kumari, Usmani, Husain, 2013. Hr Management Practices and Customer
Satisfaction: The Mediating Effect of Effective Supply Chain Management
Practices: Global Business & Management Research (5) Issue 2/3, p137-160. 24p.
 Maeda, Hotaka, 2015. Response Option Configuration of Online Administered
Likert Scales. International Journal of Social Research Methodology. (18) (1),
p15-26.12p
 Mirzoev, T. and Kane, S., 2018. Key Strategies to improve systems for managing
patient complaints within health facilities-what can we learn from the existing
literature?, Global health action, 11(1), p.1458938.
 Shareia, B.F., 2016. Qualitative and Quantitative Case Study Research Method on
Social Science: Accounting Perspective. Dimension, 2(5), p.23
Form of Presentation
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Signature of student: ………………………………….. Date:
…………………………………..
Moderator’s Comments
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