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Assume you are preparing the customer satisfaction questionnaire. What types of questions would you include? Prepare five questions that you would ask. How was your overall experience at Hoosier Burger? How long did you wait from the time you ordered, till you received your burger? On a scale of one to ten, one being the best, and ten being the worst, how would rate the service of our employees? Will you come back to Hoosier Burger, why or why not? Would you recommend Hoosier Burger to your friends and family, why or why not (Valacich, George, & Hoffer, 2009)? What types of questions would you ask the waiters? Prepare five questions that you would ask each group. How long have you been employed at Hoosier Burger, and are you happy with your employment, why or why not? What shift do you work, and are you satisfied with this shift? Are you comfortable in this environment, why or why not? If a customer has a complaint about his/her experience, order, and/or service, how do you handle the complaint? If given the authority, what would you change about Hoosier Burger to make it a better place to work, eat, and improve the overall experience (Valacich, George, & Hoffer, 2009)? What types of questions would you ask the cooks? How long have you been employed at Hoosier Burger, and are you happy with your employment? What shift do you work, and are you satisfied with this shift? Are you comfortable in this environment, why or why not?
Do you have the equipment needed to produce the volume of food required for customer satisfaction, explain your answer? If given the authority, what would you change to make it a better place to work, eat, and improve the overall experience (Valacich, George, & Hoffer, 2009)? What types of documents are you likely to obtain for further study? What types of documents will most likely not be available? Why? The types of documents I would research are, due to the complaints of customers, I would first look at the order, completed orders, and inventory forms. I would look at the aforementioned due to the customer dissatisfaction with the waiting times. This would allow me to troubleshoot the process. It is obvious there are issues in the inventory control, but it is very possible that there are underlying causes for the inventory to be substandard (Valacich, George, & Hoffer, 2009). I would spend a couple hours over the course of a two weeks, on every shift to observe the cooks, waitresses/waiters, customers, and the watch the inventory process. By doing the aforementioned, I would get a firsthand observation of the entire process. I would do the onsite observation prior to the interviews of the employee’s, so I could look for honesty, sincerity, and deception during the interview process (Valacich, George, & Hoffer, 2009).
I would attempt to differentiate between regular customers, first time customers, and the ages of the customers. This will allow for a more objective approach while doing the customer satisfaction survey. The ages will give me an overall prospective from all the age groups. The regular and first time customer’s observation will allow an objective overview from the customers. It is very possible that the regular customers are patronizing the business, because they want to support the Mallankamps, support local businesses, and merely for the cost of the food (Valacich, George, & Hoffer, 2009). The documents that I foresee not being available are customer satisfactions surveys, employee satisfactions surveys, the inventory control forms, and timestamps on the orders from time they are received to the time completed. I do believe these documents will not be available due to the fact that the primary customer complaint is the waiting time for their orders. If this information was readily available the Mallankamps would fix this issue themselves (Valacich, George, & Hoffer, 2009). The employee satisfaction surveys will not be available due to the Mallankamps using a more of an “ole buddy” style of hiring. Unfortunately there will most likely be a person employed that would be better off separated from Hoosier Burger, and finding employment in a more satisfying environment.
This is the main reason for the pre-interview observation (Valacich, George, & Hoffer, 2009). What modern requirements determination methods are appropriate for this project? Joint Application Design would be bringing all the users of the system together to determine what improvements need to made. This method will work the best for the Hoosier Burger project due to the size of the company, the number of employees, and the accessibility to all the employees on a one on one basis. This is feasible, because the underlying problem to customer dissatisfaction’s are the waiting times (Valacich, George, & Hoffer, 2009). From reading the text it is fairly obvious the problems are all pointing to the inventory control as the culprit; however, one must dig a little deeper to determine if the sole problem is the inventory control, or are there problems prior to the inventory method that are hidden? Are there employees that need to be moved and/or replaced? Is there intentional sabotage to the current system? Do the employees have the necessary equipment they need to preform essential job functions (Valacich, George, & Hoffer, 2009)? The JAD method will best answer all the questions, and has the potential to get the most efficient, cost effective, easy to use, and inventory control process available to the Hoosier Burger organization (Valacich, George, & Hoffer, 2009).
Valacich, J., George, J., & Hoffer, J. (2009). Essentials of Systems Analysis and Design 4th Edition. Prentice Hall: Upper Saddle River, New Jersey.’¬