Research Project: Poor Communication and Customer Service at Company Z

Desklib provides past papers and solved assignments for students. This project analyzes poor management communication's impact on customer service.

Research project

TABLE OF CONTENTS
Task 1...............................................................................................................................................1
1.1Formulate and record possible research project outline specifications..................................1
1.2. Identify the factors that contribute to the process of research project selection...................3
1.3. Undertake a critical review of key references......................................................................5
1.4. Produce a research project specification...............................................................................7
1.5. Provide an appropriate plan and procedures for the agreed research specification..............9
Task 2.............................................................................................................................................10
2.1. Match resources efficiently to the research question or hypothesis...................................10
2.2. Undertake the proposed research investigation in accordance with the agreed specification
and procedures...........................................................................................................................12
2.3 record and collate relevant data where appropriate.............................................................14
Task 3.............................................................................................................................................16
3.1 use appropriate research evaluation techniques...................................................................16
3.2 interpret and analyse the results in terms of the original research specification.................17
3.3 make recommendations and justify areas for further consideration....................................25
Task 4.............................................................................................................................................26
4.1 Use an agreed format and appropriate media to present the outcomes of the research to an
audience.....................................................................................................................................26
References......................................................................................................................................27

LIST OF TABLES
Table 1: Gantt chart.........................................................................................................................9

Task 1
1.1Formulate and record possible research project outline specifications
Title of research
The title of the research project is “Poor communication from management to staff has resulted
in poor levels of customer service at Company Z”.
Research introduction
The current research is conducting to identify the impact and reasons of poor communication of
management on the staff that is resulted in poor levels of customer service and hence impacting
the market image of the organization. Management is the important aspects in organization that
ensures the effective management and operations of the business activities as well as staff or
employees. In the current research project different methods, techniques and tools will be used to
identify and collect data related to various reasons and impact of poor communication of
management on the staff that resulted in delivering poor customer service.
Research hypothesis testing and questions
Following are given below some questions that will be covered in the research:
1. What is the importance of management in ensuring effective performance of the staff?
2. What are impacts of poor communication from management on the staff performance?
3. What are reasons behind the poor communication from management to staff?
4. How poor communication from management can impact staff performance and resulted
in poor customer service?
Aim and objectives of the research project
Project aim: The research project aim is to identify reasons and impact of poor communication
from management on the staff that is impacting their performance. The research project has also
aim to identify that how poor communication and poor staff performance ensuring poor delivery
of customer service.
Project objectives:
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 The project objective is to highlight the importance of management communication in the
business organization.
 Its objective is to identify impact of poor communication from management on staff
performance.
 Its objective is to identify and discuss reasons behind the poor communication from
management which is resulted in the poor performance of staff.
 The research project objective is to identify that how poor communication from
management to staff is resulted in the poor customer service.
 The project objective is to use appropriate research methods and data collection &
analysis techniques and tools to collect accurate and reliable data related to the research
topic.
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1.2. Identify the factors that contribute to the process of research project selection
Rationale or scope of research project
The rationale or scope of research project is to identify various reasons behind the poor
communication from management to staff so that necessary improvement in the management
performance can be made to enhance and improve the performance of staff or employees and
hence to enhance customer service. The research project will mainly focus on the identifying
communication gaps in the management so that they can be overcome by taking necessary
actions and providing skills training to managerial personnel. The research project will analyze
impact of poor communication from management on the staff performance and customer service
and at last necessary recommendations will be provided to improve management performance.
Resource and instruments used in research
In the current research project, different types of resources have used such as primary data
collection sources such as personal interaction and questionnaire tool to collect accurate and
reliable data to achieve aims and objectives of the research project. The research team have to
involve human resources such as respondents to collect accurate and reliable data about the
research topic. Also, financial as well as technical resources are used to perform the research
project efficiently and effectively to achieve aims and objectives and accomplish project on-time
(Bell, 2014).
Research methodology
There are different types of research methods such as quantitative and qualitative that can be
used by the research team to conduct the research and generate accurate and reliable findings on
the research topic. The research team can conduct quantitative research in which data can be
collected through primary data collection techniques such as personal interview and
questionnaire tool. On the other hand, qualitative research can also be conducted by the research
team in which data can be collected from secondary source such as books and journals
(Barnham, 2015). After analyzing both methods, the primary research method will be more
appropriate as this will provide fresh, accurate and reliable data related to the research topic.
Experimental and descriptive approach
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The research team can use experimental as well as descriptive research approaches to perform
the research activities systematically and more efficiently to accomplish the research project on-
time. The descriptive approach describes the attributes about the research study while
experimental approach manipulates various variables to generate the final outcome of the
research (Nassaji, 2015).
Feasibility
Feasibility includes the various resources such as human, financial and technical resources that
are used in the research project to perform various research activities and accomplish the project
efficiently and effectively (Bell, 2014). It is essential to estimate the cost budget and time
duration of the research project to accomplish the project within limited resources and time so
cost budget of $30000 and 4 month time duration will be more appropriate.
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1.3. Undertake a critical review of key references
Importance of management in ensuring effective performance of the staff
According to the Amin et.al, (2014), management plays important roles in enhancing and
improving performance of employees by managing their activities, providing necessary training
and communicating relevant information to them. Management communicate, cooperate and
coordinate with staff so that they can perform their assigned work more efficiently and
effectively to enhance the customer service and achieve business goal. More effective the
management in the organization ensures high standard performance of staff.
Impacts of poor communication from management on the staff performance
According to the Bedarkar and Pandita, (2014), management is the business organization must
have good communication skills and attribute for ensuring effective influence on employees.
Regular and effective communication of management with employees enables them to perform
their task more efficiently because management suggest and share many innovative ideas and
suggestions to them. But if the management is not communicating with employees regularly in
effective way then it resulted in adversely impact on the employee or staff performance and
hence resulted in poor customer service.
Reasons behind the poor communication from management to staff
According to the Bedarkar and Pandita, (2014), the management in the organization suffers from
poor communication problem due to numbers of reasons. Lack of good communication skills in
managerial personnel, use of hard skills, lack of interpersonal connectivity and less involvement
of junior employees are major reasons behind the poor communication from management to
employees. Poor communication channels and more use of formal communication hinder the
regular communication of management with employees.
How poor communication from management resulted in poor customer service
According to Cook, (2017), the poor communication from management not only adversely
impacts the employee’s performance but also poorly impact the customer service. employees
faces many difficulties while performing their roles & responsibilities and assigned task and if
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management is not properly communicating and providing appropriate solutions the employees
then they perform their task with less dedication and efficiency and hence it resulted in poor
customer service. Employees face difficulties in meeting customer needs more efficiently due to
lack of regular communication and coordination with management.
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1.4. Produce a research project specification
Research type
There are two types of research type such as qualitative and quantitative as per which the
research team can conduct the research to generate the correct findings of the research.
Qualitative research provides data in quality or attributes form from secondary sources such as
books and journals (Bernard, 2017). On the other hand, quantitative research provides data in
numerical form from primary sources that are easy to analyze and generate the final outcome of
the research project.
Data collection method
There are two different types of data collection methods such as primary and secondary that can
be used by the research team as per suitability of research topic. In the primary data collection
method, data can be collected through primary tools and techniques such as questionnaire and
personal interaction. On the other hand, in secondary data collection method, data are collected
from secondary sources such as books and journals but these do not provide fresh data
(Peersman, 2014). Therefore, primary method will be more appropriate that will provide fresh
accurate and reliable data.
Data analysis method
In the current project, the quantitative method will be more appropriate for analyzing data
through questionnaire tool in which questions related to the research topic will be asked to
respondents to gather correct findings.
Sampling technique
There are different types of sampling techniques such as random, cluster, etc. and research team
needs to choose one appropriate technique to collect data efficiently within estimated time limit
(Alvi, 2016). In the current project, random sampling technique is used in which 50 respondents
from Z organization will be selected and questions will be asked to them through questionnaire.
Ethical consideration
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It is also essential for the research team to follow certain ethical principles and rules while
conducting the research. The research team has to consider that they do not ask any question that
may hurt sentiments of respondents and also do not force respondents to given answer to all
questions. The research team must need to use polite language and behaviours as per nature of
respondents (Hair et.al, 2015).
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1.5. Provide an appropriate plan and procedures for the agreed research specification
Table 1: Gantt chart
Research project
activities/number of
months or days
1-10
April
11-20
April
21-30
April
1-15
May
16-31
May
1-18
June
19-30
June
1-10
July
11-20
July
21-31
July
Selection of research topic
Set research aim and
objectives
Conduct Literature review
part
Application of research
methodology
Develop effective
questionnaire
Distribution of
questionnaire among
selected respondents
Collected of data from
respondents
Data analysis and its
findings
Appropriate
recommendations
Conclusion
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