> Exhibit 4-2 Formulating the Research Question for MindWriter

To move from the management dilemma to the management question and subsequent research questions takes exploratory research. Such research may include examining previous studies, reviewing published studies and organizational records, and interviewing experts or information gatekeepers.

1 Discover Management Dilemma 1a Exploration An increasing number of letters and phone complaints about postpurchase service.
Stage 1: Pre-Austin 1. PC magazines annual survey of service, repair & tech support 2. Published customer satisfaction comparisons Stage 2: Austin Meeting 1. Production: 5,000/mo. 2. Distribution through computer superstores and independent mail order co. 3. CustomCare process Stage 3: Post-Austin: Brainstorming & company letters 1. Possible problems: (a) Employee shortages (b) Tech-line operator training (c) Uneven courier performance (d) Parts shortages (e) Inconsistent repair servicing (f) Product damage during repair (g) Product damage during shipping (h) Packaging and handling problems

2 Define Management Question What should be done to improve the CompleteCare program for MindWriter product repairs and servicing?

2a Exploration Interviews with Service manager Call center manager Independent package company account executive

3 Define Research Question(s)

Should the tech-support operator be

given more intensive training

Should ABC Courier Service be

replaced by an air-transport service

Should the repair diagnostic and

repair sequencing operations be modified Should the return packaging be modified to include premolded rigid foam inserts, or conforming-expandable foam protection Should metropolitan repair centers be established to complement or replace in-factory repair facilities