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Statistical Methods & Research Methodology 
Organizational Research case 
Prepared by Bhooshan Kanani
AGENDA 
1. Organization Case 
2. Ground details – Exploratory research 
3. Possible reasons for the problem 
4. Possible solutions to the problem 
5. Objectives and Hypothesis
Organization Case for Brand Work 
Company – AB India Company 
Background: AB India Company has a branding and communication competence center, named 
“Brand Work”, for creating the advert materials for all over global units of ABCompany across 
100 countries. The AC Company had various units, departments, sub companies all over the 
globe whom the Brand Work can support. It was not compulsory or units to take help from 
Brand Work, they can work with local agencies also. 
So the Brand Work had to work hard to create their position and make sure the business is 
achieved. 
The Brand Work was newly formed and had issue of repetitive business. 
The customers use to give project for 1st time as it was in-house department for designing and 
communication agency but then majority of customers didn’t turn up back. 
The head of department wanted to figure out why the customers are not coming up back for 
the projects so that the team and department can grow 
Problem: The customer did give the project once but were never repeating the project again 
with the unit. The department want to increase in numbers of projects for branding and 
communication activity. 
Case: To understand at the core why the repeat business was not generated. Why the customer 
were not eager to come back to the team? 
Organizational ground details: Exploratory Research 
The Brand Work had a team of 2 communication specialists and 3 designers. 
The team were filled with enthusiasm in handling the projects and supported the customers. 
The team had continuous project requirement as they received project from around 100 
different countries. 
But the head of department noted that the very few customers reported back to work with 
Brand Work. 
They customer base was increasing but the repeat the business was on fall.
Situational Analysis 
Possible reasons for problem: 
1. Different time zones 
2. Local agency turnaround time could be fast 
3. Language differentiation 
4. Communication gap 
5. No feedback review after projects 
6. Less creativity and innovation in design and solutions 
7. Higher cost 
8. Delay in delivery period of projects, not matching the expectations 
9. Poor vendor – customer relationship attitude 
10. Improper key account management 
Possible solutions to the problem: 
1. Different time zones: The difference in time zone could lead to delay of response to 
customer’s request and also to delivery period. The urgent requirement could not be 
fulfilled. 
Solution: Proper time management and task management with different project 
coordinators for different zones. They project coordinators to be defined with time 
zones and adjust the work timings accordingly. 
2. Local agency turnaround time could be fast: The local agency being next door could 
always be the better bet for customers as they could be working with them since long 
time and they can come to meet if needed and understand the requirement well. 
Solution: The solution could be well developed by sharing strong old similar projects and 
earning the faith of customers. Meeting to be conducted through video calling. To 
understand every small details of the project requirement. 
3. Language differentiation: The local agency will always have the benefit for knowing the 
required local language. 
Solution: The language will be English that could be used. A strong faith with better 
output in project delivery will overcome this problem. 
4. Communication gap: A communication gap for not understanding the project 
requirement create a wrong impression and customers will not turn back 
Solution: A quick response mail as soon as the project request is received. a) Thank you 
mail b) Project understanding mail c) Meeting request mail d) Cost and time estimation 
mail.
5. No feedback review after projects: Feedback not taken after the project delivery could 
be resistance from the customer to come back. A good note or a feedback output for 
further project from customer is always essential. 
Solution: A feedback questionnaire to be created for understanding the customer 
reviews on various parameters like cost, quality, time, etc. 
6. Less creativity and innovation in design and solutions: Customers expect creativity and 
innovative solutions from the agency to whom the project is shared. 
Solution: Team should come up with new creative and innovative solutions to offer to 
customers. The case should be placed in new ways. The repetition is not acceptable 
unless desired by customers. The team should upgrade their knowledge on various 
design tools. 
7. Higher cost: Cost for the project will be important criteria while choosing agency. 
Solution: The cost have to be decided having done research global zone wise to be at 
par with local agency rates. If the cost are high the output should be worth the value 
addition given. 
8. Delay in delivery period of projects, not matching the expectations: The delivery of the 
project play a key role. The customers look forward to agency who share the desired 
result at earliest time and don’t delay the projects. 
Solution: The delay in project is not acceptable. The correct estimation of project is to 
be given to customers. If the project is not within the scope of agency should be stated 
in advance and the project should be denied on start itself. 
9. Poor vendor – customer relationship attitude: Customer look forward to have a good 
attitude from agency/ vendors. They look forward to vendors as partners who can 
complete their request at earliest 
Solution: A call to customers once in a month to just say Hi/ Hello would help. To just 
know if they have any upcoming projects. Sharing gifts during Christmas, New Year etc. 
10. Improper key account management: A key customer needs special attention. The senior 
management should take such key request as they need special cost and time 
estimation with right treatment. 
Solution: A senior project coordinator to be appointed for understanding the request of 
key customers.
Objectives for the case: 
1. Number of customers who know about the Brand Work : Creating the awareness of the 
Brand Work is essential 
2. Number of customer who have at-least worked once for Brand Work : Target customers 
who have worked and understand their expectations 
3. Strengths of Brand Work which could be received from the existing happy customers: 
Testimonials to be collected from the customers 
4. What is more important for customers – Time, Creativity or Project management? 
Customers requirement to be understand carefully 
5. Type of services offered by local agencies : Increasing the portfolio of service offering 
Note: The name mentioned in the case are hypothetical and with no relevance to any 
particular person or company.

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Organizational research case

  • 1. Statistical Methods & Research Methodology Organizational Research case Prepared by Bhooshan Kanani
  • 2. AGENDA 1. Organization Case 2. Ground details – Exploratory research 3. Possible reasons for the problem 4. Possible solutions to the problem 5. Objectives and Hypothesis
  • 3. Organization Case for Brand Work Company – AB India Company Background: AB India Company has a branding and communication competence center, named “Brand Work”, for creating the advert materials for all over global units of ABCompany across 100 countries. The AC Company had various units, departments, sub companies all over the globe whom the Brand Work can support. It was not compulsory or units to take help from Brand Work, they can work with local agencies also. So the Brand Work had to work hard to create their position and make sure the business is achieved. The Brand Work was newly formed and had issue of repetitive business. The customers use to give project for 1st time as it was in-house department for designing and communication agency but then majority of customers didn’t turn up back. The head of department wanted to figure out why the customers are not coming up back for the projects so that the team and department can grow Problem: The customer did give the project once but were never repeating the project again with the unit. The department want to increase in numbers of projects for branding and communication activity. Case: To understand at the core why the repeat business was not generated. Why the customer were not eager to come back to the team? Organizational ground details: Exploratory Research The Brand Work had a team of 2 communication specialists and 3 designers. The team were filled with enthusiasm in handling the projects and supported the customers. The team had continuous project requirement as they received project from around 100 different countries. But the head of department noted that the very few customers reported back to work with Brand Work. They customer base was increasing but the repeat the business was on fall.
  • 4. Situational Analysis Possible reasons for problem: 1. Different time zones 2. Local agency turnaround time could be fast 3. Language differentiation 4. Communication gap 5. No feedback review after projects 6. Less creativity and innovation in design and solutions 7. Higher cost 8. Delay in delivery period of projects, not matching the expectations 9. Poor vendor – customer relationship attitude 10. Improper key account management Possible solutions to the problem: 1. Different time zones: The difference in time zone could lead to delay of response to customer’s request and also to delivery period. The urgent requirement could not be fulfilled. Solution: Proper time management and task management with different project coordinators for different zones. They project coordinators to be defined with time zones and adjust the work timings accordingly. 2. Local agency turnaround time could be fast: The local agency being next door could always be the better bet for customers as they could be working with them since long time and they can come to meet if needed and understand the requirement well. Solution: The solution could be well developed by sharing strong old similar projects and earning the faith of customers. Meeting to be conducted through video calling. To understand every small details of the project requirement. 3. Language differentiation: The local agency will always have the benefit for knowing the required local language. Solution: The language will be English that could be used. A strong faith with better output in project delivery will overcome this problem. 4. Communication gap: A communication gap for not understanding the project requirement create a wrong impression and customers will not turn back Solution: A quick response mail as soon as the project request is received. a) Thank you mail b) Project understanding mail c) Meeting request mail d) Cost and time estimation mail.
  • 5. 5. No feedback review after projects: Feedback not taken after the project delivery could be resistance from the customer to come back. A good note or a feedback output for further project from customer is always essential. Solution: A feedback questionnaire to be created for understanding the customer reviews on various parameters like cost, quality, time, etc. 6. Less creativity and innovation in design and solutions: Customers expect creativity and innovative solutions from the agency to whom the project is shared. Solution: Team should come up with new creative and innovative solutions to offer to customers. The case should be placed in new ways. The repetition is not acceptable unless desired by customers. The team should upgrade their knowledge on various design tools. 7. Higher cost: Cost for the project will be important criteria while choosing agency. Solution: The cost have to be decided having done research global zone wise to be at par with local agency rates. If the cost are high the output should be worth the value addition given. 8. Delay in delivery period of projects, not matching the expectations: The delivery of the project play a key role. The customers look forward to agency who share the desired result at earliest time and don’t delay the projects. Solution: The delay in project is not acceptable. The correct estimation of project is to be given to customers. If the project is not within the scope of agency should be stated in advance and the project should be denied on start itself. 9. Poor vendor – customer relationship attitude: Customer look forward to have a good attitude from agency/ vendors. They look forward to vendors as partners who can complete their request at earliest Solution: A call to customers once in a month to just say Hi/ Hello would help. To just know if they have any upcoming projects. Sharing gifts during Christmas, New Year etc. 10. Improper key account management: A key customer needs special attention. The senior management should take such key request as they need special cost and time estimation with right treatment. Solution: A senior project coordinator to be appointed for understanding the request of key customers.
  • 6. Objectives for the case: 1. Number of customers who know about the Brand Work : Creating the awareness of the Brand Work is essential 2. Number of customer who have at-least worked once for Brand Work : Target customers who have worked and understand their expectations 3. Strengths of Brand Work which could be received from the existing happy customers: Testimonials to be collected from the customers 4. What is more important for customers – Time, Creativity or Project management? Customers requirement to be understand carefully 5. Type of services offered by local agencies : Increasing the portfolio of service offering Note: The name mentioned in the case are hypothetical and with no relevance to any particular person or company.