Small-Scale Research Project in a Local Organization

Small-Scale Research Project in a Local Organization

Introduction

Consumer affairs are challenging task requiring the concerned authorities to essentially take into consideration the interest of all the stakeholders either they are internal or external. A local public sector is required to handle the consumer complaints better and effective. This organization comprises of about 20 employees who are divided in to three teams each of them having a leadership and an overall Office Manager. Dealing with the current complaints approaches required a research that will enable to come up with proposed strategy helping the organization to effectively carry out its tasks maintaining a collaborative environment in the organization.

Element 1: Approach Best Suited For Project

Selecting the qualitative or the quantitative method for conducting a research project is a challenge. It is because a number of characteristics are associated with each of the method. The research work that is conducted is usually based on a qualitative grounding and the quantitative method provides support for it. The qualitative data provides only with the information that sometimes comprises of the concept making it difficult to come up with a realistic conclusion. However, basing the research only on the quantitative methods could make it difficult to understand the internal and real feelings of the respondents. Keeping all these characteristics of the qualitative and quantitative data in view, the approach that is best suited for the ascertained “consumer affairs project” is a combination of the qualitative and quantitative methods. As the problem that is to be discussed is clear, so the hypothesis can be formulated for the project.

A staged combination of these two approaches could be helpful in a manner that initially the quantitative methods could assist in getting an overview of the attitudes consumers have to the complaints processes and the services provided by the organization. It will also help ascertain the way organization employees' deal with the consumers. This first stage will help to identify the prospects that could be included in the second stage of qualitative interviews. These qualitative approaches them provide with the complete details and insights of the way consumers experiences the complaint processes employed by the organization. The consumers who are dissatisfied with the company's operations could also be counseled and also would be taken into confidence the ways they believe the organization should employ in order to deal with the complaints.

The information that will be gathered in this research project has to be transformed into explorative methods to provide the organization with the realistic conclusions. The qualitative method is mostly used by service organizations because it helps them better improve insight into the behaviors of the consumers, and allow more insight into the complaints topic. A number of approaches currently are available to deal with the customer complaints such as sorrow glad sure strategy (The Australian Retail College, 2009). If they combination of the approaches is taken by the organization, then they can enjoy the advantages associated with both the ...