BUSINESS RESEARCH ESSENTIALS

METHOOS & STRATEGIES

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 take: 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.