2. Should ABC Courier Service be replaced by an overnight air transport? Replacing an imprecise management question with specifi c measurement questions is an exercise in analytical reasoning. We described that process incrementally in the MindWriter features in Chapters 3, 4, and 13. In Chapter 3, Jason’s fact fi nding at MindWriter resulted in the ability to state the management dilemma in terms of management, research, and investigative questions. Adding context to the questions allowed Jason and Sara to construct the proposal described in Appendix A. In Chapter 12, they returned to the list of investigative questions and selected one question to use in testing their scaling approach. Here is a brief review of the steps Jason and Sara have taken so far and the measurement questions that have resulted.

SYNOPSIS OF THE PROBLEM MindWriter Corporation’s new service and repair program for laptop computers, CompleteCare, was designed to provide a rapid response to customers’ service problems. Management has received several complaints, however. Management needs information on the program’s effectiveness and its impact on customer satisfaction. There is also a shortage of trained technical operators in the company’s telephone center. The package courier is uneven in executing its pickup and delivery contract.

Parts availability problems exist for some machine types. Occasionally, customers receive units that either are not fi xed or are damaged in some way.

Management question: What should be done to improve the CompleteCare program for MindWriter laptop repairs and servicing to enhance customer satisfaction?