Study case | Human Resource Management homework help

  1. Interview:  interview someone who has a customer relations/customer service role, or responsibility where the person has organizational responsibility and knowledge of the company’s customer relations policies. This person could be in your own organization, or in any other company. Ask the interviewee to describe the role and importance of customer relations/customer service to the organization, and the top three customer relations/customer service issues faced by the organization. In case of a last minute conflict, it is best to have a second choice lined up.
  2. Supporting Research: Based on what you learned in the interview, you’ll conduct online research using scholarly resources, which can be found in the DeVry Online Library (available under Course Home) and online research sources such as Google. Locate at least four articles (two must be from scholarly resources) that discuss the current business climate for this company for inclusion as sources for your paper. What are current trends in this business (or in the overall industry of which this business is a member) that might impact customer service, customer satisfaction, or customer loyalty positively or negatively?

    Examples

    Each of these resources contain business articles and other resources that may assist you in answering the case study questions.

  3. Analysis and Recommendations: Using what you’ve learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations to this company based on what you’ve learned?
  4. Additional requirements: Prepare a 750 word (minimum) paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your interview source, and your secondary research sources. Full contact information for your interview source (interviewee name, company name, phone, and email address) is required, and should be included as a separate Appendix page following your Reference page.

During Week 1, you should decide who you are going to interview for the case study, make arrangements for the interview, and conduct the interview.

During Week 2, you should be conducting your online research and begin to write your paper.

During Week 3, you’ll finish writing your paper. For APA format guidance, please refer to the APA Tutorial in the Syllabus. Ensure that the body of your paper, excluding cover page and sources, exceeds the 750-word count minimum, and that all of the assignment requirements have been met. Then, submit your paper.

Case Study FAQ

Here are some Frequently Asked Questions about this assignment.

Q1. I don’t know anyone in customer relations/service, or my company doesn’t have a customer service function. What do I do?

A: Find someone with customer relations/service responsibility, in any business, anywhere. You may have to get on the phone and make some calls. Tell them you are a college student and need 10 minutes of their time. People are almost always happy to help a student.

Have a backup in case your first choice for an interview has a conflict at the last minute. Conflicts and conciliation can happen, so it is best to be prepared.

Q2. Do I have to do an interview?

A: Yes, a personal or phone interview with another person is required. Full contact information for the source should be provided in your paper for verification purposes.

Q3. I do this for my company, can I just talk about my experience?

A: No, see Q2, above.

Q4. My firm doesn’t have customers, what do I do?

A: Every organization has a destination for its products or services – even government agencies, non-profits, and charities. You can use internal or external customer relations and service issues for this paper. If this is still an issue, see Q1, above.

Q5. How do I cite a personal interview as a source reference?

A: See the APA Tutorial in the course Syllabus.

Category Points Percent Description
Content 37.5 50% Addresses assignment requirements.
Format 15 20% APA compliant (citations, fonts, page breaks, headers/footers, cover page, reference page).
Logistics 15 20% Accurate spelling, grammar, and punctuation.
Page Count 7.5 10% Meets or exceeds length requirements.
Total 75 100% A quality paper will meet or exceed all of the above requirements.







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