ASSIGNMENT $9\mathrm{.}2$

Internal Perspective Methods

INSTRUCTIONS

Match the method for best accomplishing the following objectives. Methods may be used more than once.

A$)$ Internal data analysis

B$)$ Employee surveys

C$)$ Employee focus groups

D$)$ Benchmarking

E$)$ Observational research$|$

F$)$ Mystery shopping

Objectives

Fast Jack's oil change wants to audit their oil change process $($how long it takes per service, how friendly their technicians are, and how well technicians follow protocols$).$ They particularly want to understand how they react to certain scenarios, such as a customer with many questions.

Rosie's Gourmet Subs is interested in understanding customer behavior during the lunch rush. Which types of customers stay and which types typically opt for take. out? How can the dining area be optimized for those who stay?

Sheila is a manager at Well$-$come Health Food. She has noticed longer lines at the checkout on Wedneselays. She wants to confirm if this is true or just her perception, so she digs into store records to look at volumes on Wednesdays versus other days of the week.

Becky, the shift supervisor at Del Electronics, has noticed a decrease in productivity of up to nearly $30\%$ on the weekends. She decides to gather a group of employees who work the weekend shift to collect their input and ideas on how to remove any barriers so they can be more productive.

Janet, a human resources manager at Tuscan University, wants to gather ratings from recent retirees on how well each step of the retirement process works at the university.