Customer-centered organization structure Law firm
Your large firm is about to change to a customer-centered organization structure, in which employees who have rarely had customer contact will now likely significantly influence customer satisfaction and retention. As part of the transition, your superior wants an accurate evaluation of the morale of the firm’s large number of computer technicians. What type of sample would you draw if it was to be an unrestricted sample?
Because customer service is going to be the main focus of the organization going forward, being aware of current morale among employees is paramount. The Bible says, “a joyful heart is good medicine, but a crushed spirit dries up the bones” (Proverbs 17:22, ESV). Keeping a positive outlook in all aspects of one’s life, including work, is important. As part of the organization, I would want to be sure that my fellow employees are not unsatisfied with their work or are spiritually troubled. Additionally, if morale is poor, this can be negatively reflected in their interactions with customers. The good news is that businesses that have more satisfied employees also tend to have more satisfied customers (Grandy, Goldberg, & Pugh, 2011).
Therefore, it is important to choose a sampling method that will give us the most accurate data possible. If it was to be an unrestricted sample, I would be sure to use probability sampling by following the simple random sampling approach. The sample frame would be a list or directory of all computer technicians within the organization, and a computer program would be used to randomly select cases from the list. Because the sample is unrestricted, it means there is no -defining criteria” for the target population the sample is drawn from (Schindler, 2019, p. 97).