A company that produces and sells Dishwashers had many complaints recently about the quality of the cleaning of the plates and pots. As a researcher describe in dtails and clarify the research question in three steps:

1- Discover the Management Dilemma

2- Define the Management Question

3-Define the Research Question

Discover Management Dilemma 1a Exploration An increasing number of letters Stage 1: Pre-Austin Stage 3: Post-Austin: and phone complaints about 1. PC magazines: annual survey Brainstorming & company postpurchase service. of service, repair, & tech letters support 1. Possible problems: 2. Published customer (a) Employee shortages satisfaction comparisons (b) Tech-line operator training Stage 2: Austin Meeting (c) Uneven courier performance 1. Production: 5,000/mo. (d) Parts shortages 2. Distribution through computer (e) Inconsistent repair servicing superstores and independent (f) Product damage during repair mail order co. (g) Product damage during 3. CustomCare process shipping (h) Packaging and handling problems2 Define Management Question What should be done to improve the CompleteCare program for 2a Exploration MindWriter product repairs Interviews with and servicing? . Service manager . Call center manager . Independent package company account executive0 Should the tech-support operator be given more intensive training? 0 Should ABC Courier Service be replaced by an air-transport service? 0 Should the repair diagnostic and repair sequencing operations be modied? 0 Should the return packaging be modified to include premolded rigid foam lneerte. or confcnnhg-expendlng foam protection? 0 Should metropolitan repair centers be established to complement or replace infactory repair facilities