case study

David is a master's student at a university and works as a manager for a commercial bank in Germany. David noticed that the customer service department always suffers from severe crowding during the morning period and there is a delay in completing transactions despite the presence of three employees in the department. Director David decided to study this phenomenon in a scientific way to find out the reasons. So David, for a whole week, followed up the department and observed the employees' work during the morning period. He conducted personal interviews with all employees in the customer service department, He noticed the presence of new employees in the department and without previous experience, so he followed up the performance of all employees and focused on the new employees. He noticed that the old employee completed fifteen transactions within three hours, while each of the new employees completed only ten transactions during the same period. He also noticed that new employees frequently inquire about the way transactions are completed.

Accordingly, the manager expected a relationship between years of experience and the speed of completing transactions, and to make sure of this, the manager replaced one of the new employees with an employee with more experience, and the achievement increased by fifty percent than it was previously. Accordingly, the manager proved the validity of his expectations that years of experience play an important role in the speed of completion of transactions. He made a detailed report on this case and sent it to the main center to circulate the results to all branches and to benefit from the results of this study.

Questions:

1. Identify the steps of the scientific method (scientific research) that were followed with the explanation.