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ABC Company is working to improve its slow turnaround time in resolving customer issues. Ellen Jargons has been tasked with identifying the problems contributing to this delay. To gather insights, she designed a survey for employees, distributing it to her direct reports and other employees present in the lunchroom. The survey included the following questions:

1. Do you know that ABC Company is not resolving customer complaints in a timely manner?
A. Yes
B. No

2. Do you feel you have enough managerial support to do your job in a timely manner?
A. Yes
B. No

3. Does your company-issued device enable you to do your job in a timely manner?
A. Yes
B. No

4. How many times a week does a factor you have no control over interfere with your ability to do your job in a timely manner?
A. 0
B. 1-2
C. 3-10
D. More than 10

5. Last month, the CEO addressed the issue of people engaging with their cell phones instead of working. Have you stopped texting and playing games on your phone on company time?
A. Yes
B. No

6. Do you perceive the elimination of procedure 22 as a good faith measure to improve conditions?
A. Yes
B. No

Ellen compiled the survey results, achieving a response rate of 32% of the company. She presented these results to her supervisor, who thanked her but explained that he couldn't use the data. Using the information from this week's readings, explain at least THREE reasons why Ellen's survey data was not usable, citing sources in APA format.

Answer :

Ellen's survey data may not be usable due to sampling bias, as she didn't survey a representative sample of the company. Moreover, the phrasing of some questions might induce response bias. Lastly, some employees might not understand some of the addressed issues or misunderstand the questions, leading to inaccurate responses.

Three reasons Ellen's survey data may not be usable can be linked to issues of: 1) sampling bias, 2) response bias, and 3) potential lack of knowledge or understanding.

  1. Sampling bias: Ellen surveyed only her direct reports and some employees in the lunchroom. This is not a representative sample of the whole company, which might lead to biased and ungeneralizable results. She could be missing critical feedback from other groups within the company, such as senior management or other departmental employees.
  2. Response bias: The phrasing of the survey questions might lead to response bias. Some questions are notably leading, which could potentially influence an employee's answer. For instance, question 5 about texting and playing games on phones implicitly assumes that every employee did this before the CEO's address.
  3. Lack of Knowledge or Understanding: Employees might not have been aware of the issues addressed in the survey, or they might have misunderstood the questions, leading to inaccurate responses. For instance, not all employees might know what 'procedure 22' is (mentioned in question 6).

Learn more about Survey Inaccuracy here:

https://brainly.com/question/32107600

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