ࡱ> M mKbjbj== &xWW/G=lZZZ8LL06Dz"wQ L$ 61!ww1!1!6$K$$$1!R$1!$ $]/<ĩ* @cj$L`Z!@ĩLa0Ƣ!ĩ$ Business Research Proposal Dante Dionne II University of Phoenix RES: 342: Research and Evaluation II Group GA01BSM09C Jim Lott, MBA August 27, 2002 Business Research Proposal: IC Broker, Inc.  TOC \o "5-9" \h \z  HYPERLINK \l "_Toc17943741" Executive Summary  PAGEREF _Toc17943741 \h 3  HYPERLINK \l "_Toc17943742" The Problem  PAGEREF _Toc17943742 \h 4  HYPERLINK \l "_Toc17943743" Research Purpose  PAGEREF _Toc17943743 \h 5  HYPERLINK \l "_Toc17943744" Needs Assessment  PAGEREF _Toc17943744 \h 5  HYPERLINK \l "_Toc17943745" Background  PAGEREF _Toc17943745 \h 7  HYPERLINK \l "_Toc17943746" Methodology  PAGEREF _Toc17943746 \h 8  HYPERLINK \l "_Toc17943747" Research Questions  PAGEREF _Toc17943747 \h 8  HYPERLINK \l "_Toc17943748" Scope  PAGEREF _Toc17943748 \h 9  HYPERLINK \l "_Toc17943749" Methodology  PAGEREF _Toc17943749 \h 10  HYPERLINK \l "_Toc17943750" Possible Findings  PAGEREF _Toc17943750 \h 11  HYPERLINK \l "_Toc17943751" Hypothesis Testing  PAGEREF _Toc17943751 \h 13  HYPERLINK \l "_Toc17943752" Data Collection Study Design  PAGEREF _Toc17943752 \h 16  HYPERLINK \l "_Toc17943753" Data Collection Strategy  PAGEREF _Toc17943753 \h 17  HYPERLINK \l "_Toc17943754" Population, Sample, and Sampling Procedures  PAGEREF _Toc17943754 \h 17  HYPERLINK \l "_Toc17943755" Reference  PAGEREF _Toc17943755 \h 19  Executive Summary IC Broker, Inc. (ICBN) is a recently established internet based electronic components trading company employing a small group of geographically dispersed telesales agents, business administration and engineering personnel. Projected sales for year 2002 are upwards of $1.5 million in positive revenues. Operating margins were initially forecasted to be on the tight side through the second quarter of 2002 however the gap has been gradually expanding over the past quarter as a result of un-realized sales opportunities and an increase in operating overhead. It has become evident that a study of the existing business processes may be necessary to determine just were the deficiencies lie and if a change in marketing efforts are required to correct the deviations prior to the need to implement cost cutting measures that may have a negative impact on moral. The Problem This study will explore the relationship, which may exist, between resource allocation and current sales margins. An attempt will be made to determine the causation of insufficient captured sales in order to meet operating overhead and 2002 sales projections. The area of examination will include basic sales prospect handling, worker motivation theory, and a blending of those theories in current situational or contingency models concerning sales management. This researcher's experience suggests that there is understated resource and skills allocated to ensure sales productivity. While not attempting to be the most comprehensive study, this effort will focus on current theory in application to the researcher's own organization (a small-sized electronics components trading company). The study may also be useful to people interested in these problems, who may be in other businesses or service organizations. Research Purpose The proposed research will be utilized to implement appropriate sales and marketing strategies to support management projections. Needs Assessment In April, 2001 IC Broker, Inc. (ICBN) marketing division administered a Needs Assessment Survey to all its partners and staff in an attempt to fulfill corporate goals: "to identify, assess, and prioritize marketing development needs as they evolve and are impacted by internal and external factors, such as growth of the electronic components industry, customer requirements, advancements in information technology, and changing expectations of partners, customers, and staff." Much of the data collected was through a survey questionnaire and was used in development of staff development 3-year plans. The report clearly states that, One hundred percent of all permanent employees (10 individuals), both full- and part-time, participated in the survey. It goes on to state that not all respondents answered all twenty-nine-survey questions. Therefore, percentages cited were calculated based on the number of partners and employees who responded to each item in question, and not on the total number of partners and ICBN employees. It was perceived from the results that generally speaking, partners and ICBN employees are satisfied with the current opportunities generated through corporate marketing development. This was determined by the eighty-seven percent of all respondents indicating the importance level of ongoing marketing programs that were either "important" or "very important" to them. The need to keep up with changes in computer applications and technology was the most frequently cited reason for this. Additional justification cited by employees was the need to keep up with changes in industry procedures and rules, and the need to enhance job performance and generally improve job-related skills. Also mentioned frequently were training programs related to customer service or public services (20%). Benefits resulting from this survey were realized as a result of the frequent requests for additional marketing in the areas of customer service or public services (20%) stated in the questionnaire. On the job performance was stated to have notably improved by forty-eight percent of all respondents, and 25% felt that their performance has at least "somewhat improved," as a result of the requested marketing efforts. Background Electronic component sales in the online electronic market-space has been having a profound and direct bearing on product availability, lead times, and prices, for the worlds leading semiconductor and component manufacturers, distributors, and electronics manufacturing services (EMS) and supply chain services providers using the latest available procurement technologies. According to Spencer Chin (2002), Online procurement is a growing trend among the large original equipment manufacturers (OEMs). In a study conducted by Forrester Research Inc. (2002), 350 respondents surveyed shown that 72.2% of OEMs that purchase more than $100 million a year in inventory used the Internet as part of an request for proposal (RFP) process. Although as Gina Roos of the EE Times (2002) describes it, one of the biggest challenges in adopting the Internet as a business tool is the availability of accurate, high-impact information that is consistent and logical. According to A. Alonso (personal communication, July 18, 2002), "Improved response time is a critical need for our customers, and using our next generation of Web-based tools our customers gain the ability to efficiently find alternate sources and position inventories. Methodology The primary data to be gathered for this research will be taken from the company database and aggregated with feedback from focus group sessions. Research Questions There are several research questions, which must be answered to fulfill the purpose of this research: Are there appropriate staffing, resources, and capitol investments to support the sales team in meeting corporate agendas of capturing 3% of the market share by the end of 2002? Does the sample data taken from the 8 focus group respondents provide evidence to conclude this (using (=0.05)? Is there an immediate need for a change of, or a diversification of delivery channels? Does the sample data taken from the company database provide evidence to conclude this (using (=0.10)? Is the current set of services and offerings sufficient to meet established market share projections? Does the sample data taken from the 8 focus group respondents provide evidence to conclude this (using (=0.05)? Have there been any recent significant changes in the economy that require a re-evaluation of company direction? Does the sample data taken from the company database provide evidence to conclude this (using (=0.05)? What is the overall customer satisfaction level with the company? Does the sample data taken from the 8 focus group respondents provide evidence to conclude this (using (=0.01)? Scope The research will be conducted from August 2002 through September 2002 at the Southern California Corporate Office in Newport Beach, California. The sample will consist of data mining against customer database from 3 sales employees representing approximately 30% of the total company employment in the state of California. This customer feedback data will be selected at random from the company's customer services system. Methodology The primary data to be gathered for this research will be taken from the company database and aggregated with feedback provided by sales associates. Furthermore, a sample of the prospect population shall be taken and focus on a specific geography shall be determined as well as the focus on the alignment of resources available. The first stage of the research program will be focused on the causal relationships between the sales associates and the customer relationship development. It will also try to identify a core set of business services that are necessary for market enhancing growth and the corporate structures that have been more successful in providing them. Focus studies within each theme will clarify the key issues to be explored in region-based research. The links between the sales methodologies, revenue growth and cost reduction will be explored: At a macro level - looking at processes and the overall policy environment At a corporate level - looking at the type of component service providers that are best suited to provide appropriate services. At micro level - looking at patterns of demand and supply for component services for small companies and large enterprises. Empirical studies in Southern California and South Florida will then be undertaken in collaboration with corporate resources in those regions. Possible Findings It is anticipated that the research evaluation will determine that: Staffing changes may be necessary at specific locations and in strategic roles. Multi-channel marketing efforts may need to be assessed for possible growth sectors. Existing services may require additional enhancements or expansion. Strategic marketing efforts may need to be stepped up in specific demographic regions. Increased strategic partnerships would enhance the ability to provide a more turnkey solution that could result in a significant improvement in market penetration. The intended outcome of the research program is the provision of practical advice on sales policies and reforms relevant to the needs of policymakers. The research will provide policy advice on such issues as: strengthening the efficiency and management of the domestic sales methodologies; boosting domestic revenues; enhancing the operational overhead; the provision of customer services to meet the needs of our customer base. The main objective is to increase understanding of the crucial relationship between the parallel strategies of customer relationship development and cost reduction and thereby improve the effectiveness of services design and implementation. Hypothesis Testing We have conducted focus groups, as we knew little about how our services were perceived by consumers. We wanted to understand why our consumers behaved in certain ways. Knowing what issues were most important to our customers helped us to define topics and develop questions for subsequent survey research. We found that survey research had its limitations on the number and type of questions asked. Our focus-group queries were open-ended and interactive, so that an almost unlimited number of variables could be explored. Because of its open and exploratory nature, our focus-group research also stimulated the discussion about ideas not anticipated, as well as topics not included in the discussion guide used by our moderator. Our findings yielded much more than a series of hypotheses on the subject matter, we were not only able to explore our customers perceptions toward the company, service, and what minor service modifications were needed using a quantitative methodology (e.g., Email intercepts, mailings, website, telephone, etc.). Additionally, we used survey research to probe one or two topics from the focus groups that needed further analysis. The results of which will be used to track results over time, to test new product, concept, and advertising plans, as well as used to measure how well our company stacks up (satisfaction) against competitors. Because the focus-group discussions helped to define the most important issues, and because our respondent sample defined those issues in their own vernacular, the actual dialogue became a useful tool in questionnaire design and revealed topics that should be probed further. The focus group consisted of 8 respondents and an account manager as the moderator. Each session lasted from 10 to 35 minutes. The moderator created a relaxed, open, accepting atmosphere so that the participants felt free to express their thoughts and feelings honestly. Respondents were initially given a list of questions several days before the primary discussion. We found that the sensitized respondents typically provided greater depth of information and more insight than un-sensitized focus groups. The three major motivational research techniques utilized were observation, focus groups, and depth interviews. The research data will be subsequently reviewed for any systematic patterns of response. Identifying any logical inconsistencies or apparent contradictions. Direct responses will be compared against projective responses. The data analysis will begin with the cultural dimension. Cultural values and influences is the context that must be understood before the behavior of individuals within the context can be understood. We believe our service has cultural values and rules that influence its perception and its usage. Once the cultural context is reasonably understood, the next analytic step engaged would be the exploration of the unique motivations that relate to our service category. Answering the question, just what psychological needs does our service fulfill? Lastly, the major dimension that must be understood is the business environment, including trends in the marketplace, relative market shares, the role of advertising in the category, brand perceptions and images, and competitive forces. We only anticipate part of this business environment knowledge to be derived directly from the respondent, however our understanding of the business context is crucial to contrive the correct interpretation of our customers motives leading us to quantifiable results. We feel that understanding the consumers motives is of little value unless somehow that knowledge can be translated into actionable advertising and marketing recommendations. Data Collection Study Design Strategic sales planning is a fundamental counterpart of the IC Broker, Inc. overall organizational marketing plan. The IC Broker, Inc. sales planning involves observation, judgment and experience. This scheduled planning will be conducted on an annual basis. It is absolutely crucial to avoid using an identical sales strategy plan from year-to-year. As the objectives in the strategic sales plan change, the marketing plan objectives will likewise change. Furthermore, technological advancements and the ongoing mass audience fragmentation will increase the challenges in our reaching our prime customers. The analysis staff will work with the IC Broker, Inc. sales agents in defining: (1) The marketing challenge, (2) sales objectives by analyzing marketing objectives, creative strategy, market research, sales promotion strategies, competitive activities and sales data, and (3) advertising strategies by reviewing target audience, geographic trading areas, media selection, scheduling/frequency and budgeting. Data Collection Strategy The primary data to be gathered for this research will be taken from the company database and aggregated with feedback provided by sales associates. Furthermore, a sample of the prospect population shall be taken and focus on a specific geography shall be determined as well as the focus on the alignment of resources available. Population, Sample, and Sampling Procedures The research will be conducted from August 2002 through September 2002 at the Southern California Corporate Office in Newport Beach, California. The sample will consist of data mining against customer database from 3 sales employees representing approximately 30% of the total company employment in the state of California. This customer feedback data will be selected at random from the company's customer services system. The focus group questionnaire is expected to provide qualified customer responses to the following three important questions: What do you find are the most important aspects about your companys utilization of the IC Broker, Inc. website services? What important aspects do you see requires significant improvement on the IC Broker, Inc. website? What specific suggestions can you provide for the improvements to be made, so as to increase the functionality and quality of the IC Broker, Inc. services to valued customers like yourself? Reference Pelosi, M., Sandifer, T., Sekaran, U. (2001). Research and evaluation for business. New York: Wiley. Maureen J., Puffer-Rothenberg. (1997) Odum Library Staff Development Committee Needs Assessment Survey - 1997. Retrieved July 29, 2002 from Voldosta State University database. http://books.valdosta.edu Chin, S. (2002) Web auctions on rise but so are concerns. Retrieved July 22, 2002 from Electronic Business News database. www.ebnews.com Roos, G. (2002). Distributors advance Web-based tools. Retrieved July 22, 2002 from Electronics Engineering Times database.  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