Module 4: Interview and Questionnaire Project Groups will need to use the organizational chart created in chapter 2. From the emails, organizational chart, and Organizational Staffing document given in the Resource Library, project groups will need to ascertain the best employees (or departments) to interview. Project Groups will create a questionnaire for the various users: the appointment setters, technicians, parts department employees, etc. who will need to use this new system. The organizational chart, created in the Chapter 2 exercises, is one of the best references for this activity.

Questionnaire results

Results are ordered by importance. The top result (#1) is the most important to that group.

Most common features requested by appointment setters:

1. Reminder services calls/messages
2. See technicians availability
3. Determination of discounts for customers
4. See availability of parts to schedule repair
5. View service history

Most common features requested by technicians:

1. Able to view own calendar
2. See availability of parts to schedule repair
3. Keep notes for each customer
4. Mobile access of scheduling
5. View service history
6. Reminder services calls/messages

Most common features requested by parts department:

1. Can pull inventory requests every two hours.
2. Database of requested parts.

Most common features requested by management:

1. Reporting by time period, type of appliance, brand
2. Determination of discounts for customers
3. Mobile access of scheduling
4. Routing and mapping of technicians driving to appointments
5. See technicians availability
6. Suggest preventative maintenance to customers