INFS5872. Data Collection Methods and Techniques.

I will send you the entire assignment. But I only need to write this part. If you have any questions, please contact me.
Discuss about your questionnaire (not question by question):
what are your design considerations?
How do you administer the survey?
Provide some basic data of your survey.

INFS5872 Project Guideline
• This project accounts for 15% of the total marks for this course.
• A project report and presentation are due in the class on 27 April 2020.
Each team will conduct a project consisting of a Walk-through-Audit (WtA). You areexpected to submit a project proposal (one paragraph by e-mail) to the instructor forapproval by Week 4. Each team will also make a presentation of their project in Week11. A project report of 10 pages or less will be due on the last day of the class (Week11).
The WtA Project involves the selection of a service in which you prepare an auditquestionnaire and use it to survey management and customers to evaluate the servicefrom the perspective of a customer. A WtA of the Helsinki Museum of Art andDesign can be found on pages 154-158 in the textbook. A copy of the auditquestionnaire, statistical analysis of the responses, and analysis of the gaps betweenmanagement's perceptions and customer responses is expected in the report.Process Steps of Walk-Through-Audit with suggested timeline:
1. Select a service firm and obtain a permission from the firm’s management.Send one paragraph email regarding the firm to the instructor by Week 4.
2. Prepare a process diagram of the main operational process of the firm (with atleast 10 activities). Send a copy of the process diagram to the instructor byemail by Week 6.
3. Prepare a first draft of the audit questionnaire (an example is on Fig 6.5 of thetextbook). Use 5-point Likert scale in your survey. Send a copy ofquestionnaire the instructor by email by Week 7.
4. Conduct audit (survey at least 20 customers and 1 manager) by Week 9.
5. Analysis of perception gaps between customers and managers by Week 10.
6. Prepare recommendations and present to management by Week 10.
Marking guideline
The difference between a WtA and a customer satisfaction survey will be discussed inthe class. In a WtA, the following elements are unique:• It focuses on the service delivery process from the customer’s perspective.This process describes customer interactions with the firm’s service. Ideally,this process should not be too simple.
• It should cover the customer’s total service experience of all five dimensionsof the service package including supporting facility, facilitating goods,information, explicit service and implicit service.
• A survey is conducted not only to a sample of customers, but alsomanagement personnel.
The following is the suggested structure of your project report:• A brief introduction of the company (especially, what is this company’sservice concept? What are their competitive advantages?)
• Discuss about your walk-through audit
o A flowchart of customer interaction with the firm’s service2
o Discuss about your questionnaire (not question by question): what areyour design considerations? How do you administer the survey?Provide some basic data of your survey.
o Discuss the survey outcome. Preferably present a figure like Fig 6.6 on
P. 158 of the textbook (see example below). The horizontal axis of thefigure represents the questions in your questionnaire, and the verticalaxis shows the mean score of each question. You should have twocurves, one for customer survey and one for management (oremployee) survey.o Analyse the gaps between the survey outcomes between customers andmanagement. Provide possible reasons for the gaps.• What are the issues identified? What are your recommendations?• What are the important lessons that you learn from conducting this project?Your project report will be marked based on the following criteria:Idea 20% Is the audited service delivery process interesting, relevant,and nontrivial?Questionnaire 30% Are the questions well thought, meaningful, and clear?Analysis andrecommendations30% Are there any service problems discovered, useful insightsrevealed, and practical recommendations proposed to helpimprove the service?Presentationquality in report10% Is your report appropriately presented to professionalstandards?Presentationquality in class10% PowerPoint structure, clearness of the presentation, handlingQ&A, and time managementThings to note about your surveyThe Australian Government and the University have strict guidelines on ethicalconduct in human research. Any research with human participants must be subject toHuman Research Ethics Committee (HREC) review. Although your project with3surveys to customers is for teaching-and-learning purpose and does not need theapproval from HERC, you still need to be very careful when conducting surveysinvolving human participants. The following are some tips.• Your questionnaire must be agreed by the firm.• Conduct the surveys with the permission of the firm.• Your survey outcome can only be used for your report for this course and yourpresentation in the class, and cannot be used elsewhere, such as anypublications. If the firm insists, you can remove the name of the firm in yourpresentation.• Your survey participants should remain anonymous. Your questionnaireshould not ask any personal, sensitive questions. If you are not sure what canor cannot be asked, contact the instructor.