Business Research Process

Business Research Process

The service department in a car dealership hits a lull in the winter months and struggles to make money. This topic will serve as the research question. Can the dealership increase appointments in the service department during the slow winter months to stay on track with the monthly forecast? This management dilemma is more defined by asking what the service department can do to increase the number of appointments during the slow winter months. To define and clarify the research question, management can say, "let's survey a few clients to find out what his or her needs are during the winter, what he or she would like to see as a "special offer", and this will help determine how the service department can increase appointments. This will also serve as the research proposal.

Research Design Strategy

For the research design the department will survey (via survey card), current service appointment holders, and customers on a mailing list, over a one month period to find out what his or her needs, wants, and expectations are in reference to the service of their vehicles. This will help determine what the department can do as a whole.

Data Collection

The service writers will collect the data from current appointment holders and turn it in to management at the end of the month. The customer development center team is collecting incoming mail surveys.

Data Analysis/Research Reporting

Management will take the collected data to the weekly management meeting to discuss the results with the owner and general manager.

Management Decision

After meeting with other management higher on the reigns so to speak, the service department manager will combine efforts with a marketing