(( CyberStuff is a large company that sells computer hardware and software via telephone and online. CyberStuff processes several thousand transactions per week on a three-shift operation and employs 50 full-time and 125 part-time employees. Lately, the billing department has experienced an increase in the number of customer complaints about incorrect bills. You have been tasked with finding out why this is happening. During your preliminary investigation, you discovered that some CyberStuff representatives did not follow established order entry procedures. You feel that with more information you might find a pattern and identify a solution for the problem, but you are not sure how to proceed.

Is a questionnaire the best approach or would interviews be better?

And whether you use interviews, a questionnaire, or both techniques, should you select the participants at random, include an equal number of people from each shift, or use some other approach?

How do you proceed?