MGT726 Managerial Project: Customer Service Improvement Proposal

This MGT726 Managerial Project proposal focuses on improving customer service efficiency at Woolworths. The proposal begins with a background on Woolworths and identifies a management problem related to low-quality customer service and lack of agent availability. The research question explores key performance metrics for customer service management. The proposal outlines research objectives to analyze the current position, understand customer needs, identify future prospects, and analyze key performance metrics. The subject area is marketing, with theoretical frameworks including the Consumer Decision Making Process and Customer Service Theory. The proposal lists academic journals and company/industry sources for secondary data, and details a method involving data collection through secondary sources and primary sources like interviews. A Gantt chart outlines the project timeline, and the proposal concludes with a request for feedback on tasks 2 and 3, emphasizing the need for clear questions, originality, and effective literature review analysis.