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Answered) Running Head: JUSTIFICATION REPORT Assignment 2. Justification Report Part 2 Professor: Julie Davenport Name Angela Solorzano Strayer University...


can you help me with this assignment, you the the part 2 on it?

Assignment 2.3: Justification Report â Part 3 (Final)

Due Week 4 and worth 180 points

In Assignments 2.1 (Part 1) and 2.2 (Part 2) of the Justification Report, you built up the major parts of your formal, researched justification report (Problem Statement, Overview of Alternatives, Criteria, Methods, Evaluation of Alternatives, Findings and Analysis, and References). For Part 3 you will begin by inserting your revisions of Parts 1 and 2 based on your instructorâs suggestions. Then, you will include a few new sections. Note: Some sections presented below are out of order so pay attention to where the section should go (for instance, the Transmittal should be the second page of your report based on the provided template). It is essential that you present the final report in the correct section order.

Use the basic outline below to draft your paper. Organize your responses to each question under the following section headings:

  • Preliminary Parts (for Question 1)
  • Introduction (for Question 2)
  • Problem Statement (for Question 2b)
  • Terminology (for Question 2c)
  • Major Sections of the Report (for Question 2d)
  • Scope and Limitations of the Research (for Question 2e)
  • Recommendation (for Question 3)
  • References (for Question 4)

Using the provided template from Week 4, write Part 3 to complete a single-spaced report in which you:

  1. Create the preliminary parts of the report that precede the Introduction (after reading Chapter 11 in the textbook). Each element (1a to 1d) appears on a separate page (1a should be page 1, 1b should be page 2, etc.). The preliminary part includes:Title Page
  2. Transmittal (stand-alone business letter)
  3. Table of Contents
  4. Executive Summary
  5. Create an introduction that tells what your report is about. The introduction includes:Begin with a general introduction paragraph that gives the reader any needed background information on the company or problem.
  6. Include the Problem Statement that you already created and revised in Part 1.
  7. Include terms that readers will need to know in order to understand the report.
  8. Briefly summarize the major sections and findings of the report developed in Parts 1 and 2. Note: This is in addition to including the revised sections not instead of including the revised previous sections from Parts 1 and 2.
  9. Discuss what your report will cover and what it will not (including limitations such as research, time, information, or any other factors the reader should consider when reading the report).
  10. Create the Recommendation section of the Report.Provide a one to two (1-2) sentence recommendation based on what your Evaluation of Alternatives and Findings and Analysis sections have determined is the most feasible alternative (i.e., solution) to the problem in the Problem Statement.
  11. Create the References section, which goes at the end of the Report by pasting in your revised References page.

Note: Remember to organize the report by the section headings. The report should reflect a style and format appropriate for business; single spacing and bullet points are acceptable for formal business reports.

Your assignment must:

  • Be typed, single spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, your name, the professorâs name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Support ideas or claims in body paragraphs with clear details, examples, and explanations.
  • Organize ideas logically by using transitional words, phrases, and sentences.
  • Use sentence variety and effective word choice in written communication.
  • Apply writing process strategies to develop formal business reports and / or proposals.
  • Use technology and information resources to research issues related to selected topics.
  • Write clearly and concisely using proper writing mechanics.

Click here to view the grading rubric. 

Running Head: JUSTIFICATION REPORT Assignment 2.2: Justification Report Part 2
Professor: Julie Davenport Name
Angela Solorzano
Strayer University
1. Evaluation of alternatives
Problem at Work
Internal customer service and product training is needed to improve customer
service provision and also to increase sales at the store. Customer service is key
principle in attracting and retaining customers to the store. Staff is the first customer
who has a shopping experience at the store. Staff interacts daily with the products and
also understands customer’s preference of products and the target market the store is
interested in working with.
Employees need to understand products that they are selling and their uses.
Credibility is built if a customer finds value in the information provided for them.
Crosby (1990) ET el says credible information has to be true and also going beyond
what the customer has asked. Offering alternatives to customer needs is very
important because if a specific product is not available at the store the employees
should be able to offer suggestion to what else can be used instead of the preferred
Such suggestions are aimed at increasing sales and also encourage customers
and shoppers that they can always rely on the staff to provide correct information and
help when need be. Training staff on service and product knowledge is needed at the
store so as to increase sales and also grow the market and have repeat customers who
will do advertising by word of mouth to another shopper.
Two possible solutions (“alternatives”) to be implemented
Training already existing employees by having frequent meeting before the
store opens increases product knowledge. These meetings and training can be done in
batches according to products available at the store. Inviting the owners of the
products to come and train staff within the organization lead to good relationship
between suppliers and the store itself. The suppliers feel that they are part of the store
and also because employees interact every day with the shopper they have feedback
on shopper’s reactions towards new and existing products in the market.
Suppliers offering trainings reduce the cost of training and also each supplier
offers products that are a competition to others who are in the same category. The
other alternative to trainings is hiring professional trainer at a cost to the store. Paying
a professional trainer on customer service and product knowledge is another
alternative as the trainer is neutral on products retailing at the store. Being neutral and
friendly to all product suppliers encourage all suppliers to work hard towards
increasing sales. Trainings should never stop at any point as learning is a continuous
process and moreover, every new employee should be taken through trainings as part
of induction to the store.
Five criteria used to measure worth of each alternative Cost
Hiring a professional trainer comes at cost to the store management. Though a
professional trainer will tackle issues such as customer satisfaction and product
knowledge According Parasuraman, ET el (1991) employee talk on their experience
and interaction with customers and how they have dealt with customer and product
challenges. Satisfaction can also be through support on payment to the suppliers who
are also part of the customers in the store. Customers are not only shoppers but also
suppliers who are indirect clients to the store. Shoppers to the store come with their
children who sometimes cause tantrums or want products that can’t be bought by their
parents. Offering help to these distraught parents encourages them to come to the JUSTIFICATION REPORT
store often,
Asking suppliers to come and offer trainings to staff at a particular time comes
with emotional cost, as the store will not be able to have criteria of choosing specific
suppliers to do the training. Since the store offers various products and some in
competing category inviting suppliers of competing category at the same time will not
be courteous and may end up losing suppliers business.
Trainings sustainability
Learning is a continuous process that never stops and frequent trainings
encourage perfection and also reviewing what was discussed in the previous trainings
and the lessons learnt after the training offers a snip view into employee’s knowledge
practice. Frequent trainings build employees product knowledge and build on
customer service as they practice it every day. Having trained facilitator from a
reputable organization increases customer service training credibility as these
trainings can be used as an additional service provision to the suppliers.
Monthly one hour training ensures that employees don’t feel burdened and
overwhelmed with work and customer service and product knowledge training.
Frequent trainings are considered boring. Staffs frequently learn new products every
day at the store. Shoppers who notice small positive changes make their experience
good and rate the store a notch higher.
Superior customer service is made mandatory to the shopper who expects
nothing less of the value of their money and time spent at the store. Concrete
standards of service and quality product knowledge go a long way in establishing
store culture and customer expectations.
Implementation strategy
Using already existing knowledge of employees to find out what they need to
learn more and how service and sales can be improved goes a long way in
establishing gaps in the customer service and product knowledge.
Conducting research on Customer service and product knowledge
Direct feedback from customers by asking to fill questionnaires whether they
are satisfied with service provided at the store or what are their recommendations.
Customer expectations is looked at and managed. Orientation to the store is achieved
by analyzing their feedback. Also, comparing sales before the trainings and after the
trainings. Increase in sales translates to successful training and continuous one at that.
Attention to detail on customer needs encourage customers to shop more as they feel
valued and activities centered on them.
1. Organizations that have increased sales through improving customer services
include Apple. The company offers user experiences that are rewarding
making the clients wish to come back again for the products and even retain
the products. The company offers their clients services that are high quality
leading to most of the clients opting to remain loyal to the brand. This
increases the sales of the company thus a good case example of how
improving of customer services could increase sales. Clients can destroy or lift
a business depending on the services that they are offered. Apple offers its
training through professionals who are specialized at training new employees.
it has thus been successful at the training leading to high quality employee
On the second alternative, a company that has managed to train employees by
frequent meetings is CyberCoders. The company looks for employees who are
positive and hardworking in the intension to serve their clients better. Due to
the core values of attracting key competitors in career development, the
company is able to pick well trained employees who are then trained
according to the norms of the company. This training has led to increased
profits due to high customer satisfaction.
2. Cost
Training the employees to increase the sales would involve high costs when
using professional trainers. Professional trainers will require large salaries in
order to train the employees successfully and also unlike employees who will
be trained in the store by the firm itself, there will be need for a space where
the employees will receive the training. The space will also involve cots that
will be incurred through hiring of the space. On the other hand training the
employees in the store will therefore be effective since no space will be
required to be let.
Training sustainability
Having trained facilitator from a reputable organization increases customer
service training credibility as these trainings can be used as an additional
service provision to the suppliers. A trained facilitator will therefore be useful
to train the employees in comparison to employees being trained at the store
for a wider exposure, leading to better employee satisfaction and more sales.
To have effective training sessions, it is important to understand employees
will feel burdened by consistent training sessions which will lead to them
feeling overburdened. They will in turn lead to poor customer services. The
employees will in turn cause the customers to turn away from the store and
focus to areas where the customer services are effective.
Proper employee training is crucial as it will ensure that the client gets the
service that they requested for and are willing to pay for. If the employees get
lesser than the requested quality they will shun the business and head for one
that will offer services that they require.
Implementation strategy
Utilizing the employee who already exists in the store ensures that proper
training is done since they are the ones who know what the customers require.
They are well informed on the requirements of the clients since they are the
ones who face the clients during the daily business of the firm.
3. Findings and Analysis
The employees need to have knowledge of the items that they are selling. This
knowledge will be utilized in explaining to the clients on how the product
works. Since the employee will be having the knowledge will have the ability
to explain to the clients substitute items that could be used in case the item that
they needed was too expensive or was not available at the moment (GarciaMurillo, & Annabi, 2002p.881) Training of employees is thus useful as it leads
to creation of an atmosphere that the employee is able to offer services to the
clients which are rewarding and that would increase the sales by retaining the
employees and bringing others through word of mouth (Crosby, Evans, &
Cowles, 1990, p.81). Companies would therefore reap the rewards of training JUSTIFICATION REPORT
the employees since training the workers increases worker retention rates,
customer satisfaction and creativity for innovation of new ideas. Effective
training save money for the business by reducing the time spent on solving
problems and production of a better working force. JUSTIFICATION REPORT
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services
selling: an interpersonal influence perspective. The journal of marketing, 6881.
Garcia-Murillo, M., & Annabi, H. (2002). Customer knowledge management. Journal
of the Operational Research society, 875-884.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer
expectations of service. MIT Sloan Management Review, 32(3), 39.


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