Business Research Application

Business Research Applications

RES/320

September 4, 2011

Jen Burns

In the organization that I am currently with, they use multiple ways of doing research to make a better work environment, better products, improve customer satisfaction and lessen the waste of time and money. Throughout the year that I have been at this particular organization they have implemented a large amount of surveys and the use of Lean Six Sigma projects to obtain better results.

Surveys are used for countless reasons in the organization. These surveys are used to figure out the morale of the employees and get a good feel of the work environment for the supervisors to make changes and take action. Surveys are also used to figure out customer satisfaction ratings. The process that my organization uses to figure out customer satisfaction ratings is by setting up a website and customers log onto the website and voice his or her opinions on to there. This process has been implemented for the past year and has shown very little participation from customers. Majority of the information gathered is from customers who are complaining that they were not satisfied. In my organization customer service is a huge aspect and needs to be kept in the mind of the employees constantly.

The issues that arise from this process is simply because the organization puts themselves in a reactive position instead of a proactive position. The process relies on customers to first locate the website, locate the organization within the website. It has been a general consensus that if they have a complaint about something, people will take the time to complain. In the other hand if they have great service generally customers will not take the time out to...