Develop an analysis and memo for the management team

Reference no: EM133029779

TASK - Analysis report

This assessment task requires you to develop an analysis and memo/report for the management team to report on customer service provision.

Instructions

Read the following case study / scenario, or a simulated business (if provided by the trainer/assessor), or an actual work workplace/environment and complete the activities that follow.

As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess candidate's satisfaction with the company's services. The survey included 15 questions and is focused on the
company's services and desire to improve these. Of the 100 surveys that were sent out by
post, only 12 were returned.
Customer survey findings are as follows:
Overall satisfaction with Woodhouse Recruitment:
» 7 totally satisfied
» 2 somewhat satisfied
» 0 dissatisfied
» 1 totally dissatisfied No comments provided
Ease of doing business with Woodhouse Recruitment:
» 5 totally satisfied
» 4 somewhat satisfied
» 2 dissatisfied
» 1 totally dissatisfied Comments from candidates:
» Got the job I wanted, thanks so much
» Consultants friendly
» Hard to contact consultants
» Didn't keep us up to date with progress of applications
Customers who said they would recommend Woodhouse Recruitment to others: 5 very much so
4 most likely
2 no, I would not recommend
1 definitely would not recommend Comments from candidates:
» Would definitely recommend
» I would not recommend as I was not happy about the lack of information throughout the process
I wouldn't recommend - I kept being sent for jobs that just weren't right for me.

Prepare a report that covers the following:

1. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment, or the simulated business (if provided), or your actual workplace might have not been effective.

2. Discuss the successors from this type of continuous improvement initiative. What could Woodhouse Recruitment, or the simulated business (if provided), or your actual workplace take from this experience into future efforts to improve performance?

3. Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.

Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.
You should also comment on the validity of the findings given the low return.

4. Make recommendations for future customer surveys, including the frequency

Attachment:- Analysis and Report.rar

Reference no: EM133029779

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