Exploring MIS Implications for Business Process Management at Holden

This report explores the implications of Management Information Systems (MIS) in improving business process management within Holden, an Australian automobile manufacturer. The study employs an interpretivist research method and a deductive approach, utilizing secondary data to analyze the impact of MIS on various aspects of Holden's operations. The literature review highlights the general implications of MIS in areas like finance, manufacturing, marketing, research and development, and inventory management. The findings indicate that MIS has the potential to enhance decision-making processes and improve overall business process management at Holden. The discussion connects these findings to specific processes within Holden, and the report concludes with a set of recommendations aimed at optimizing the implementation of MIS for further improvements in business process management. The study acknowledges limitations and provides a comprehensive reference list.

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS MANAGEMENT IN
HOLDEN
ASSESSMENT 2: PROFESSIONAL PROJECT
Student Name
Student ID:
Subject Name:
Subject ID: BUSN20019
Date Due:
Professor Name:
1

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Executive Summary
Management information systems (MIS) is used across organizations globally. MIS has
implications for business process management in organizations and allows undertaking decisions
effectively. The current scope of research analyses implications of MIS towards improving
business process management in Holden. Holden is an automobile company in Australia that has
MIS across its major processes and operations. While the literature review reflects various
implications of MIS in general such as in finance, manufacturing, marketing, research and
development, inventory and so on. The study has adopted a research method of interpretivism
and deductive approach. Then secondary data has been collected and consequently analyzed to
reveal findings. Findings from secondary data reflect that MIS does possess capabilities in
improving business process management in an organization such as Holden. The discussion
connects findings from the study to apply it in Holden processes. A set of recommendations has
been suggested for Holden that could allow better implementation of MIS and improvising its
business process management.
2

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Table of Contents
Executive Summary.....................................................................................................................................2
Introduction.................................................................................................................................................4
Background.............................................................................................................................................4
Justification.............................................................................................................................................4
Aim and Research Questions...................................................................................................................5
Critical Literature........................................................................................................................................5
Literature Gap..........................................................................................................................................8
Method........................................................................................................................................................8
Findings and Analysis...............................................................................................................................10
Discussion.................................................................................................................................................12
Conclusion.................................................................................................................................................14
Recommendation...................................................................................................................................14
Limitations............................................................................................................................................14
Reference Lists..........................................................................................................................................16
3

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Introduction
Management information system (MIS) is known to have several implications cross-
business processes (Chen, Wang, Nevo, Jin, Wang & Chow, 2014). Operations across
corporations and their decision making are based on information that is generated form IT
systems such as MIS. MIS comprises computer systems that include software and hardware. It is
known to gather multiple information from online systems that improve decision-making.
Holden Australian automobile manufacturer has incorporated MIS in order that its business
processes can be improvised (Laudon & Laudon, 2016). The current scope of study includes a
brief evaluation of a literary framework for MIS and findings from secondary sources. A brief
discussion along with conclusion and recommendation for the study has been encompassed that
allows analysis of business processes in Holden.
Background
Holden is an automobile manufacturer and importer of automobiles. The Company's
headquarters is based in Port Melbourne, Victoria in Australia. The Company has a centralized
organization structure with over 180 employees. Decision making and corporate operations of
the Company is undertaken by through information systems. The Company has several
information systems, amongst which MIS is the most critical as it has been found to have
implications on several business processes. The study analyses implications of MIS on business
processes in Holden.
Justification
The project can be justified as the incorporation of MIS has to impact on several varied
business processes of Holden. The analysis undertaken in this study can provide the basis for
impacts on decision making that has been improvised through MIS (Tallon, 2008).
4

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Aim and Research Questions
The research aim that is accomplished in this study is to understand the implications of
MIS in improving business processes in Holden.
The following are some of the research questions that can be attempted through the study;
 Research Question 1: What is the financial decision-making impact through MIS
on business process management?
 Research Question 2: What are the inventory and warehouse decision making an
impact through MIS on business process management?
 Research Question 3: What is the decision making related to personnel which is
impacted through MIS on business process management?
 Research Question 4: What are the project time-lines decision making an impact
through MIS on business process management?
 Research Question 5: What is the manufacturing decision making an impact
through MIS on business process management?
 Research Question 6: What is the marketing decision making an impact through
MIS on business process management?
 Research Question 7: What are the research and development decision making
an impact through MIS on business process management?
Critical Literature
Analysis of relevant literature is critical while undertaking any kind of research. In this
study, there has been included literature material in order to understand the several implications
5

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
that MIS has on business processes. Bharadwaj, El Sawy, Pavlou and Venkatraman (2013)
analyses a critical digital strategy that businesses need implementing. Contemporary
organizations in order to compete are adopting digital strategy; such strategies are based on
information systems. Information systems such as MIS extract crucial information from external
sources as well as internal to process data, which in turn enables decision making. Such decision
pertains to varied areas, which in turn impacts business process management. One key area in
which MIS allows taking effective decisions is in regards to financials. MIS is considered to be
the backbone for the organization as it gathers data from multiple sources which aid in decision
making to improve operations. It can compare sales, revenues, profitability, capital structure and
other financial aspects of the Company and compile the same. The information is used for
decision making for raising finances, allocating financial resources, ascertaining costs and in
making other decisions (Röglinger, Pöppelbuß & Becker, 2012).
The extensive wide spread of organization's operations, such as multiple warehouses,
various assemblies, multiple showrooms and so on prohibits to ascertain physical stock of raw
materials and warehouse conditions easily. Wüllenweber, Koenig, Beimborn, and Weitzel (2009)
states that through MIS it becomes possible to integrate and compile such a vast amount of
information. MIS has the capability to reflect quantities of materials, finished products and other
items that are available. Meaning an MIS allows retrieving information easily from various point
of operations in inventory that are crucial in ordering quantities, procuring raw materials and so
on. Such decision making saves cost and time by reducing loss in time and wastages. An
organization's most integral resource is its personnel, which is why it becomes critical to
maintain an information system that contains critical information pertaining to them. An MIS
effectively maintains databases of personnel, their leaves, pay structure and promotions along
6

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
with other details (Turban, Sharda & Delen, 2010). This allows effective management of
personnel and allows coordinating between them to attain organizational objectives.
A large organization often finds it difficult to maintain multiple project timelines. Kohli
& Grover (2008) states that IT enables the capability of the organization for managing multiple
project deadlines. With the growing need and diversity within the organization, it becomes
crucial to undertake multiple projects and maintain the profitability of the organization as well.
Failure to meet deadlines of projects might affect other business processes and ultimately impart
bad repute for the organization. MIS maintains project deadlines in an appropriate format and in
separate folders with specific alarms for timelines. Dynamic management of project deadlines
allows organizations to undertake their business process management well. MIS in
manufacturing is present which allows managing of several batches of products and then
assembling them. Mani, Barua, and Whinston (2010) state the capability of MIS in the
management of business processes is immense. MIS has the capability to coordinate amongst
various functions and operations of the management within a single domain with ease of
retrieving information. Impact of MIS is tremendous on all business processes, which in turn has
the capability to render effectiveness within the organization.
Marketing which comprises an integrated functionality in promoting products of the
company. Tzeng, Chen, and Pai (2008) state that MIS furnishes crucial information to marketing
managers, which allows them to take a decision pertaining to the marketing of products of the
Company. Information such as marketing budget, market share, consumer information, and
various other data is compiled by way of MIS. As it converts data into information, which is
further needed for taking decision-related to market within the Company. Research and
7

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
development team receives crucial information for product development or their transformation
from MIS. MIS compiles market and internal information and then furnishes to R & D, which
makes of such information for maintaining the competitive edge of the Company. This
information is used in the enhancement of the core competency of the Company.
Literature Gap
Analysing relevant literature for the study leads to arriving at a literature gap related to
the same. There is no direct emphasis on the impacts made on business process management on
the automobile sector in Australia or related to any specific Company. Thus, the scope of this
paper aims at fulfilling the gap to analyze the several impacts made by integration of MIS into
automobile industry's business processes management.
Method
Research methodology is the most critical and significant aspect for conducting any type
of study. The aim of a method is to find suitability such that research aim, objectives and
questions can be attempted in an appropriate manner (Zikmund, Babin, Carr & Griffin, 2013).
Positivism and interpretivism are the two main types of research methods that can be used for
this business research study. In positivism, scientific quantitative methods are preferred whereas
interpretivist make use of humanistic qualitative methods. A study can be conducted in a
qualitative or a quantitative manner, for the sake of this study qualitative approach has been
used. The scholar has collected qualitative data and analyzed it in an interpretivist manner in
order to arrive at the findings related to the study.
Post selection of a method for conducting the study, it becomes pertinent to select an
approach for the same. A research approach is a broad-based plan that comprises several steps
8

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
and underlying assumptions (Smith, 2015). It includes a procedure for data collection, analysis,
and interpretation. An approach for data collection can be quantitative or qualitative in nature.
Quantitative data deals with mathematical and statistical data, whereas qualitative data comprises
of subjective data. For the purpose of this study, a qualitative approach has been selected. On the
other hand, data analysis technique has to be ascertained also. A study may be conducted in an
inductive or deductive approach. Qualitative data is analyzed in a better manner using an
inductive approach. Generally for quantitative data makes use of the deductive approach. In the
inductive approach makes use of secondary data for deriving concepts, models and themes
(Bryman & Bell, 2015). The study develops a theory to arrive at a brief summary and building
links between the objectives of the research.
It becomes pertinent to select an appropriate research design for the study. The varied
types of research design include correlation, descriptive, experimental, semi-experimental, and
meta-analytic and review. The scope of this study has made use of review techniques for
collecting and analysis of concepts specified. The review research design will provide a
framework for arriving at answers to the specified research questions. It becomes integral to
specify research tools for the purpose of the study (Taylor, Bogdan & DeVault, 2015). Research
tools allow the collection of data pertinent to the study. There are various kinds of research tools
that are available such as observation, focus groups, and questionnaire and so on. The study has
made use of secondary data that has been collected Federal Chamber of Automotive Industries
by means of observations.
Method of data collection can be primary or secondary sources. Primary data collection
includes first-hand data whereas secondary data includes data that has been collected by
someone else as a part of their research work. In order to conduct this study, the scholar has
9

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
made use of secondary data that has been collected by the Federal Chamber of Automotive
Industries. Data analysis method of inductive techniques has been used for the study (Sekaran &
Bougie, 2016). This study has made use of the qualitative inductive approach. The study has
cross-checked and verified data that has been collected in order to check for reliability. The study
has followed ethical procedures such as providing appropriate references wherever possible and
included a link, in case any.
Findings and Analysis
The study has collected data primarily from a secondary source and then arrived at
findings related to the study. Analysis of data that is collected from the Federal Chamber of
Automotive Industries in Australia revealed a few implications that MIS could have on business
process management. The automobile industry in Australia is known to transform raw materials
such as steel and aluminum into value-added products as automobiles and automobile parts. The
industry is a leading contributor to the economy employing more than 400,000 people either
directly or indirectly. The industry is considered to be a leader in innovation with significant
research and development activities going on. The industry has been able to diagnose ways for
environmental technologies with safety features for fast Australian vehicle fleets. It has been
effective in reducing polluting by 15% in the past to ensure the sustainability of vehicles. In
areas of Electronic Stability Control, the Australian automotive industry has adopted advanced
safety technologies. The figure below depicts the sales unit of varied types of vehicles in
Australia. The annual turnover of the industry exceeds $160 billion. The industry contributes to
total taxes in excess of $10 billion.
10

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Figure 1: New Motor Vehicle Sales
Source: VFACTS
The various reports and data from the industry are directly reported to the Federal
Chambers from automobile companies. Automobile companies are also able to retrieve
information pertaining to manufacturing, finances, inventory and so on from the Federal
Chambers. Each company has available MIS that integrate various functionalities and operations
such that overall business processes can be improvised. With the Australian automotive industry
being dynamic in nature, companies are expected to strive and continuously improve their
business processes such that they are able to sustain their businesses in the future. In absence of
MIS, companies will not have readily available information; hence they will not be able to take
strategic decisions easily.
11

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Figure 2: Automotive Industry R&D expenditure
Source: Key Automotive Statistics
Recycling, reducing emissions, building sustainability and various other agenda within
the industry is attended by means of a compilation of data. Such versatile data can be contained
within MIS only.
Discussion
The automobile industry in Australia is highly dynamic in nature. With the Federal
Government easing norms and allowing ease of entry into automobile markets. A large number
of foreign automobile dealers have entered the country increasing competitive pressures. Holden
in order to survive such competitive pressures needed to enhance its business process
management such that they can function effectively. The age of globalization has impended
tremendous pressures and challenges for organizations. In order to compete in the globalized
scenario and continue profitability, organizations need to incorporate information systems
12

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
(Trkman, 2010). In absence of information systems, it almost becomes impossible for
organizations to maintain the huge flow of data and information. Holden experienced a phase of
decreasing profitability and decreasing market share. It had highly ineffective business
operations, which could allow it to compete with international automobile manufacturers and
assemblers. Information was analyzed to be the only factor that could provide the capability to
the Company to compete in such a competitive sphere and make its business processes effective.
Business process management such as finances, personnel, inventory, project timelines,
manufacturing, marketing, and research and development comprises of integrated functionality
for an automobile organization (Seddon, Calvert & Yang, 2010). The organization Holden
already had managers handling various operations and functionalities. However, they did not
have access to competition information and other departmental information, which often led
them to undertake random decision. At one instance, marketing managers used to undertake
advertisement for automobiles, which no more had consumer demand. At another instant, the
finance manager decided on a debt at the high-interest rate, in spite of commercial loan is
available at a lower percentage. This led to a drop in business process functionality and
ineffectiveness in overall processes. Post-adoption in MIS within the organization, all business
processes came in close connection with each other (Chen, Mocker, Preston & Teubner, 2010). It
allowed an informative decision making by managers in all departments. Manufacturing,
warehousing, and inventory systems became more effective with managers being able to order
raw materials at an appropriate instance. Finance department had available revenue, costs,
profitability, interest rates and so on, which allowed them to make budgetary decisions and
financial decisions easily. Coordination of all information allows decision making in an effective
13

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
manner which in turn allows improvised business process management. MIS allows effective
management of business processes easily.
Conclusion
The above findings related to automobile industry reveals that with such huge amount of
workforce employed in the industry with such vast operations MIS can aid in several
functionalities (Chapman & Kihn, 2009). While manifestations of MIS are multiple in nature,
they have been seen to be directly associated with business process management. With the
automotive industry being a leader in innovation and major research and development going on,
there is bound to be present an information system that assists management to undertake
decisions. Decision making has a strategic importance across the organization and along with
various processes as well as operations. Therefore, it can be concluded that in absence of MIS,
organizations such as Holden might encounter several challenges carrying out their operations.
Recommendation
The organization within the automotive industry is unable to perform in a competitive
manner. Therefore, it can be recommended that the organization develop an MIS that is well
suited to its state of the art. A tailor-made MIS can assist the organization to cope up with
versatile data and increasing complex competitor information. The MIS has to be capable to
processes large amounts of information and data so as to provide an adequate solution to the
organization so that it is able to undertake futuristic decisions. It is not adequate to have handy
MIS; rather it is needed that managers are capable of analyzing and taking appropriate decisions.
Therefore, it becomes integral that managers are able to analyze such versatile and large volumes
of information to arrive at conclusion related to the study.
14

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Limitations
The study has several limitations, the most important one being qualitative in nature. The
scope of the study has not undertaken any sort of quantitative data for its analysis. Secondly, the
study is limited as it pertains to the scope of Holden, which is a small Company within the
automobile industry. The study due to lack of time and resources has collected data from
secondary sources, which means that data of primary nature has been avoided in totality.
15

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Reference Lists
Bharadwaj, A., El Sawy, O., Pavlou, P., & Venkatraman, N. (2013). Digital business strategy:
toward a next generation of insights. Retrieved on 20th September 2018, from
https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2742300
Bryman, A., & Bell, E. (2015). Business research methods. Oxford University Press, USA.
Retrieved on 14th September 2018, from https://books.google.co.in/books?
hl=en&lr=&id=l7u6BwAAQBAJ&oi=fnd&pg=PP1&dq=research+methods&ots=AwNn
BbFVLg&sig=fMbZo5hjkqV-cR-HONH6Jr9J8dQ#v=onepage&q=research
%20methods&f=false
Chapman, C. S., & Kihn, L. A. (2009). Information system integration, enabling control and
performance. Accounting, organizations and society, 34(2), 151-169. Retrieved on 10th
September 2018, from
https://www.sciencedirect.com/science/article/pii/S0361368208000640
Chen, D. Q., Mocker, M., Preston, D. S., & Teubner, A. (2010). Information systems strategy:
reconceptualization, measurement, and implications. MIS quarterly, 34(2), 233-259.
Retrieved on 12th September 2018, from https://dl.acm.org/citation.cfm?id=2017461
Chen, Y., Wang, Y., Nevo, S., Jin, J., Wang, L., & Chow, W. S. (2014). IT capability and
organizational performance: the roles of business process agility and environmental
factors. European Journal of Information Systems, 23(3), 326-342. Retrieved on 18th
September 2018, from https://www.tandfonline.com/doi/abs/10.1057/ejis.2013.4
FCAI. Australian Automotive Industry. Retrieved on 10th September 2018, from
https://www.fcai.com.au/library/publication/fcai6049_full_version_final_(2).pdf
Kohli, R., & Grover, V. (2008). Business value of IT: An essay on expanding research directions
to keep up with the times. Journal of the association for information systems, 9(1), 1.
Retrieved on 19th September 2018, from https://aisel.aisnet.org/cgi/viewcontent.cgi?
article=1430&context=jais
Laudon, K. C., & Laudon, J. P. (2016). Management information system. Pearson Education
India. Retrieved on 1st September 2018, from https://books.google.co.in/books?
16

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
hl=en&lr=&id=4RAwDwAAQBAJ&oi=fnd&pg=PP2&dq=use+of+management+inform
ation+system+in+businesses&ots=CEu_k0OmTl&sig=0_7HVi4qr7iitFxrs2Kh5MHSEK
8#v=onepage&q=use%20of%20management%20information%20system%20in
%20businesses&f=false
Mani, D., Barua, A., & Whinston, A. (2010). An empirical analysis of the impact of information
capabilities design on business process outsourcing performance. Mis Quarterly, 39-62.
Retrieved on 2 September 21st 2018, from https://www.jstor.org/stable/pdf/20721414.pdf
Röglinger, M., Pöppelbuß, J., & Becker, J. (2012). Maturity models in business process
management. Business Process Management Journal, 18(2), 328-346. Retrieved on 20th
September 2018, from
https://www.emeraldinsight.com/doi/abs/10.1108/14637151211225225
Seddon, P. B., Calvert, C., & Yang, S. (2010). A multi-project model of key factors affecting
organizational benefits from enterprise systems. MIS quarterly, 34(2), 305-328. Retrieved
on 24th September 2018, from https://dl.acm.org/citation.cfm?id=2017464
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach.
John Wiley & Sons. Retrieved on 20th September 2018, from
https://books.google.co.in/books?
hl=en&lr=&id=Ko6bCgAAQBAJ&oi=fnd&pg=PA19&dq=research+methods&ots=2B0
S-3I_iL&sig=B7Z_QkGw1Q0vN-JYITlAdMt-F-A#v=onepage&q=research
%20methods&f=false
Smith, J. A. (Ed.). (2015). Qualitative psychology: A practical guide to research methods. Sage.
Retrieved on 16th September 2018, from https://books.google.co.in/books?
hl=en&lr=&id=lv0aCAAAQBAJ&oi=fnd&pg=PP1&dq=research+methods&ots=eNIMl
wenMt&sig=isle5Ns0n81LaRQOLTVMLMDUWTs
Tallon, P. P. (2008). Inside the adaptive enterprise: an information technology capabilities
perspective on business process agility. Information technology and management, 9(1),
21-36. Retrieved on 25th September 2018, from
https://link.springer.com/article/10.1007/s10799-007-0024-8
17

RUNNING HEAD: IMPLICATIONS OF MIS TO IMPROVE BUSINESS PROCESS
MANAGEMENT IN HOLDEN
Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A
guidebook and resource. John Wiley & Sons. Retrieved on 15th September 2018, from
https://books.google.co.in/books?
hl=en&lr=&id=pONoCgAAQBAJ&oi=fnd&pg=PR11&dq=research+methods&ots=Qhv
kiy3B_M&sig=jkWTGEhsgvvwuCYGErl0PjTiOBw#v=onepage&q=research
%20methods&f=false
Trkman, P. (2010). The critical success factors of business process management. International
journal of information management, 30(2), 125-134. Retrieved on 24th September 2018,
from https://www.sciencedirect.com/science/article/pii/S0268401209000905
Turban, E., Sharda, R., & Delen, D. (2010). Decision Support and Business Intelligence Systems
(required). Google Scholar. Retrieved on 2nd September 2018, from
https://s3.amazonaws.com/academia.edu.documents/31082638/m671w13syllabus.pdf?
AWSAccessKeyId=AKIAIWOWYYGZ2Y53UL3A&Expires=1538217655&Signature=
ka3rfOgaa77wcdNOyN8LkHWbkC4%3D&response-content-disposition=inline%3B
%20filename%3DDecision_support_and_business_intelligen.pdf
Tzeng, S. F., Chen, W. H., & Pai, F. Y. (2008). Evaluating the business value of RFID: Evidence
from five case studies. International journal of production economics, 112(2), 601-613.
Retrieved on 23rd September 2018, from
https://www.sciencedirect.com/science/article/pii/S0925527307001995
Wüllenweber, K., Koenig, W., Beimborn, D., & Weitzel, T. (2009). The impact of process
standardization on business process outsourcing success. In Information Systems
Outsourcing (pp. 527-548). Springer, Berlin, Heidelberg. Retrieved on 22nd September
2018, from https://link.springer.com/chapter/10.1007/978-3-540-88851-2_23
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods.
Cengage Learning. Retrieved on 11th September 2018, from
https://books.google.co.in/books?
hl=en&lr=&id=ydcKAAAAQBAJ&oi=fnd&pg=PR6&dq=research+methods&ots=Y6G
pS3caXv&sig=lOgcZ9PnYfwKi7WRunagBPvne2g#v=onepage&q=research
%20methods&f=false
18