There are two case studies given below. Answeryour question with the data gathering tools that you learned this week. Each question should use a different data gathering technique.

1. Information Technology Help Desk (2 marks)

Every quarter your organization conducts an employee satisfaction survey for the internal support services. The support services are comprised of human resources, information technology, legal, maintenance, and security.

For the past several quarters, satisfaction with the IT department has been declining. The Chief Operating Officer wants you to identify what is causing the decline and what can be done about it.

Scenario: Your project is to help improve customer satisfaction with the phone support from the IT Help Desk.

Use one different data gathering techniques that you have learned. Cannot use benchmarking or checksheets! Please provide detailed examples of how you would ask question (look at the information provided for a guideline, DO NOT COPY).

2. Intranet Website Development (3 marks)

Your organization has grown from 100 people to over 500 people in the past five years. To accommodate the growthyou have had to put new systems, work flows, and policies in place. New hires used to shadow existing workers to get trained but now no one seems to know all the latest information, and it seems to be changing weekly to accommodate the expansion.

The organization has put together monthly department meetings to maintain a friendly working environment. These meetings have become the de facto way of finding out about new policies and work flows. What used to be a fun meeting seems to be all about bureaucracy and rules.

The manager of IT suggested putting together an intranet to store all policies, procedures, processes, and work flows. She said it can also be used for newsletters, awards, department updates, announcements, and other information. This idea had a positive reception and you have been assigned as the project manager.

Scenario: You are managing a project to develop a new company intranet site.

Use one different data gathering techniques that you have learned. Cannot use brainstorming or checklists !Please provide detailed examples of how you would ask question (look at the information provided for a guideline, DO NOT COPY).