UG06 DMPS Decision Making and Problem Solving Assignment Sample
Here’s the best sample of UG06 DMPS Decision Making and Problem Solving Assignment.
Introduction
Tesco is an organization that has been successfully running over the years. The organization has a global setup and is constantly improving its services to provide the customers with the best quality products. The organization has been the leading multinational grocery store and is one of the best companies in the retail industry. Despite several competitors, Tesco stands out to be one of the best organizations in the world in the retail market. The organization has been effectively managing its processes over the years and is constantly improving its services to meet the demands of the customers. However, recently the organization is facing problems in customer satisfaction. It is seen that multiple customers have reported that the organization has employed staffs who are not very productive. According to the customers, the customer service of Tesco is termed as grading and people feel that they are not attended if they visit the supermarkets. Reviews have been gathered in case of online services. The reviews state that the customer support is reluctant to provide the service that customers are looking for. Several customers have also reported that the after-sales service of Tesco is also degrading. Stating all these problems, the assessment focuses on providing a brief about the reasons that are affecting the customer service of Tesco. The assessment will consider a research plan that will conduct quantitative research and the study will discuss why the customer service of Tesco is degrading.
Business problem
A business problem can be considered as the major issues that a business is facing external and internal features. For the present case scenario, Tesco is facing a business problem due to two main reasons. The first reason is uncertainty. Due to uncertainty, the organization is facing degradation in the services provided by the employees. According to several other resources it has been seen that the employees of Tesco are constantly leaving the organization. This could be because of better opportunities or due to some internal problems that are causing them to leave. The condition is helping the competitors to get success as they are offering better salary packages to the employees of Tesco to attract them. The other problem is globalization. Globalization has become a major issue as Tesco and its practices must constantly adapt to the conditions of various countries where they plan to set their feet. In this situation, the organization must face several cultural barriers along with the problems of the international market(Batool and Siddiqui, 2020). They need to focus on constant market research and market analysis before entering a new market. This is the time taking process and, in the meantime, the customers are getting unsatisfied as they are not being served according to what they are looking for.
Research plan
Quantitative research is designed for the present study as it will help in collecting the data from the potential customers of Tesco. Two methods of quantitative analysis are used for the present study and they are solving and data from the internet(Kinsey et al., 2019). Both the techniques are influential as they directly focus on the problem that is stated and can easily analyze the scenario along with the reviews of the potential customers of Tesco.
Survey: A survey is a research technique that helps in getting into the roots of the topic and understanding why an organization is facing several problems. The survey relates to direct customers who can give a review regarding the problems that they are facing and will help in conducting the study easily(Maggetti and Trein, 2019). To research the present study an online survey was conducted among the customers. According to the survey it was found out that the customer service of Tesco has been degrading over the years. The survey was conducted online and the customer’s stated that they were completed dissatisfied with the services that they have been receiving over the years. According to a few customers, this was because Tesco is facing a problem of constant changes in the employees. This is because due to the changes in the employees every month, none of them is aware of the exact policies and techniques that are used to handle customers. Therefore, this is leading to a situation where the customer service is not interactive and the customers are getting dissatisfied. The other part of the survey describes that Tesco is facing a problem in providing the employees with a proper salary. In this situation, organizations like Sainsbury are offering a huge package to the employees which are attracting the efficient employees to the other organization(Petrović et al., 2019). The customers believe that this course should improve its conditions and work on the services that it provides to its employees.
Data from the internet: Collecting data from the internet helps in understanding the problems and the data received is of a huge number. The process takes lesser time and can easily enter the topic with a provision of comprehensive information. The data from the internet for the present study is taken from several reviews that customer leaves on the website of Tesco. The analysis of the data is conducted and the results of the research are established. Data from the internet helps in getting the exact information that a researcher is looking for a while they are conducting a study(Rawson et al., 2019). For the present scenario, the data are taken from various blogs and websites of Tesco, the clear indication of customer dissatisfaction is easily observed. This will also help in getting the raw data and the feedback received is also genuine as the customers can talk about their dissatisfaction level directly. When customers provide feedback on the internet, they are usually very true about their experience from the products they purchase of the service they avail.
Customer satisfaction survey
For the present study on customer satisfaction survey was conducted. The customer satisfaction survey was conducted by providing the customers with a short questionnaire through email. The customers were asked to provide feedback regarding their thoughts of why Tesco had a bad customer service or what was leading the organization to such a situation(Schiffbeck, 2020). This kind of survey helped in gathering information regarding the thoughts of the customers and produces a report that discussed why the customers felt like that. It was likecollecting feedback from the customers regarding the services that they were offered. Some of the survey questions were:
- Are you satisfied with the service that you were provided?
- What do you think is creating a problem while you go shopping in supermarkets?
- Do you think the employees of Tesco are efficient enough to solve your problems?
- What are you are major considerations when you go to Tesco and are you satisfied with the services that they are providing?
- What did you consider as a better option: online shopping or reaching out to the supermarket?
- Where do you think you are provided with a better service?
- On a scale of 1-5, how much would you rate the customer service of Tesco?
- Why do you think you are facing a problem?
- What are the major issues that you face while you compare Tesco with others?
The questions that are stated above help in gathering the information that the customers have regarding the services that they get from Tesco. Conducting a customer satisfaction survey for the present scenario is perfect as the research topic is dedicated to the satisfaction of the customers. It helps in getting the information and provided a view of why customers thought that Tesco is facing degradation in the customer service that it provides. The survey had several other questions(Suresh et al., 2020). The customer satisfaction survey is an indicator that helps in analyzing if the customer is loyal towards the brand and what are their intentions when they are purchasing the products from the organization. Customer satisfaction survey helps in understanding the level of satisfaction that customers have and their lifetime value towards the organization. Customer satisfaction survey also provides the organization with the level of negative feedback that customers have. It helps the organization to improve its services and retain the customers for a longer period.
Sampling methods
The sampling method chosen for the present study is simple random sampling. Simple random sampling is a probability sampling that provides the population of fair chance to be selected for the study. Every member of the population has the chance to be selected and there is no biasness from the end of the researcher(Tawfik et al., 2019). For a simple random sampling, the researcher can choose random data to access the information and not be focused on a website or blog. For the survey were conducted, random samples from the survey and focus on solving the problem. Simple random sampling generates unique information and the information is not biased.
Data analysis
The data were analyzed with the use of t-tests. A T-test is a type of statistical tool that helps in determining the significant difference between the hypotheses of the research. Using a t-test determines if the null hypothesis of the alternative hypothesis for the present study is being accepted or being rejected. For the present study the t-test help in analyzing the situation and provided the organization with significant research that tested the hypotheses of the research. For the present research study, the hypotheses were:
Null hypothesis: The customer satisfaction level is not affected by the services that they receive from the customer support of Tesco.
Alternative hypothesis: The customer satisfaction level is always affected by the services that they receive from the customer support of Tesco.
Conducting a t-test will always help in analyzing between the two factors and provide the researcher with the exact difference between the hypotheses and their level of being accepted in the Normal Probability Curve (NPC).
Significance of the research
The research that was conducted was very significant to understand the present problem of Tesco. Connecting a customer satisfaction survey provided the organization to understand why the customers were getting satisfied and what made them leave the organization and reach out to the potential competitors of the organization(Thomann et al., 2019). The research study helped in analyzing the situations and the problems that the customers are facing while they are availing the services from Tesco. The research study focused on discussing the problems in detail and understanding the reasons why Tesco is facing a severe problem. Using the data from the internet helped in gathering the reviews of the customers from their blogs and the website of Tesco. This analysis made a point where it was found out that customer satisfaction was the biggest issue and the main reasons why customers of Tesco are leaving. It was also found out that the customers understand the reasons why the customer service of Tesco was degrading. The research study heads in establishing the points that the customers had towards the organization and how they wanted the organization to improve.
Recommendations
After conducting research several recommendations came out for Tesco to improve the customer satisfaction level.
- The organization should focus on improving employee satisfaction to improve the services that they offer.
- Reward and recognition should be a major consideration from the end of the organization to retain its employees(Walton et al., 2019)
- The organization needs to provide the employees with proper training while they are dealing with customers.
- Both the sets of employees who served the online customers and the offline customers should be trained regularly and their processes should be monitored(Zhang et al., 2020)
- Regular feedback from the customers should be taken with the help of online surveys and data collection from the internet
- Tesco must research, analyses and understand the difference in the customer satisfaction level after they employ a set of employees(Yilmaz and Flouris, 2019)
- It is also recommended to the organization to improve its strategies in understanding and dealing with customers along with the better provision of management
Conclusion
Conducting research always helps an organization to realize the loopholes that are present in the organization. Tesco is a company that has been focusing on the level of customer satisfaction for many years. The organization is facing several problems in recent times and this is due to bad customer service. Conducting our business research will always help the organization to analyses and detect the reasons why the customers are leaving the organization. This will also help the organization to retain the customers along with working upon policies where the employees are also satisfied with the services that the organization provides to its employees. The assessment has focused on the issues that the customers of Tesco are facing and the improvements that the scope and make to retain its customers along with the retention of employees.
References:
Batool, U. and Siddiqui, D.A., 2020. Effect of Emotional Intelligence and Psychological Health on Employee Performance With Mediating Role of Well-Being, Decision Making and Problem Solving Abilities. Decision Making and Problem Solving Abilities (July 2, 2020).
Kinsey, M.J., Gwynne, S.M.V., Kuligowski, E.D. and Kinateder, M., 2019. Cognitive biases within decision making during fire evacuations. Fire technology, 55(2), pp.465-485.
Petrović, G., Mihajlović, J., Ćojbašić, Ž., Madić, M. and Marinković, D., 2019. Comparison of three fuzzy MCDM methods for solving the supplier selection problem. Facta Universitatis, Series: Mechanical Engineering, 17(3), pp.455-469.
Rawson, T.M., Ahmad, R., Toumazou, C., Georgiou, P. and Holmes, A.H., 2019. Artificial intelligence can improve decision-making in infection management. Nature human behaviour, 3(6), pp.543-545.
Schiffbeck, A., 2020. The Spiritual “Freelancers”: Young People, Religiosity and Community Problem Solving. Scientia Moralitas-International Journal of Multidisciplinary Research, 5(1), pp.131-152.
Suresh, A., Udendhran, R. and Balamurgan, M., 2020. Hybridized neural network and decision tree based classifier for prognostic decision making in breast cancers. Soft Computing, 24(11), pp.7947-7953.
Tawfik, A.A., Gill, A., Hogan, M., York, C.S. and Keene, C.W., 2019. How novices use expert case libraries for problem solving. Technology, Knowledge and Learning, 24(1), pp.23-40.
Thomann, E., Trein, P. and Maggetti, M., 2019. What’s the problem? Multilevel governance and problem‐solving. European Policy Analysis, 5(1), pp.37-57.
Walton, D., Toniolo, A. and Norman, T.J., 2019. Dialectical models of deliberation, problem solving and decision making. Argumentation, pp.1-43.
Yilmaz, A.K. and Flouris, T.G., 2019. Decision-Making in Aviation Management: Multi-criteria Problem-Solving Strategy. In Values, Ergonomics and Risk Management in Aviation Business Strategy (pp. 151-166). Springer, Singapore.
Zhang, C., Li, D. and Liang, J., 2020. Interval-valued hesitant fuzzy multi-granularity three-way decisions in consensus processes with applications to multi-attribute group decision making. Information Sciences, 511, pp.192-211.
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