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					Community Bio Resources




           Community Bio Resources
                 1278 Rudy Street
               Onalaska, WI 54650



             Section 2
              Team 2
         December 10, 2001
     Requested by: Libby Teegan
   (Management Support Specialist)




            Stacey Miller
            Jeff Peterman
            Matt Jurgaitis
             Sara Appel
                         Table of Contents

Managerial/Executive Summary…………………………………………………………3

Introduction………………………………………………………………………………5

Methods…………………………………………………………………………………..9

Results…………………………………………………………………………………...13

Discussion……………………………………………………………………………….18

Summary and Recommendations……………………………………………………….20

Closing Comments………………………………………………………………………21

Appendix A: Pretest……………………………………………………………………..22

Appendix B: Surveys…………………………………………………………………....24

Appendix C: Statistics…………………………………………………………………...27

Appendix D: Cover Letter…………………………………………………………….…50

Appendix E: Comments.…………………………………………………………………52

Bibliography………………………………………………………………………….….58

    Tables:
              Hours of Operation Table………………………………………………..10
              Internet Table…………………………………………………………….10
              Donation Information Table……………………………………….…….11
              Demographics Table……………………………………………………..12


    Figures:
           Figure 1…………………………………………………………………..13
           Figure 2…………………………………………………………………..13
           Figure 3…………………………………………………………………..14
           Figure 4…………………………………………………………………..15
           Figure 5…………………………………………………………………..16
           Figure 6……………………………………………………………….….16




                                                                2
                      Managerial/Executive Summary

Objectives and Methodology:
       The purposes of this study were to determine the level of customer satisfaction at

Community Bio Resource Center (CBR), if the current donors will have access to and utilize

the DONAIR program, and which form of paid advertisement that is effectively reaching the

most people. The objective of this study was to inform CBR of any changes they may want to

implement as a result of the study. The findings of our study will be used to determine if the

hours of operation need to be changed, if the DONAIR program will be successful in the

Onalaska area, and if their current forms of paid advertising are successful in reaching

potential donors. Primary data were collected from a non-random sample. The team placed

250 surveys at the reception desk of CBR. Of these 250 surveys, 239 were returned and then

analyzed.

Findings:

       The findings of this report concluded that the initial hypotheses for the report were

correct. The data collected concluded that the customer satisfaction rate at CBR is very high.

Overall, the current donors are pleased with the employees, the hours of operation, and the

service they receive when they donate plasma at CBR. The analysis statistically indicated that

the DONAIR program would be successful, especially among college students. The only

minor problem it may encounter is the initial transition, especially for older donors that may

not be a custom to using the Internet on a regular basis. Although word of mouth is the main

way that donors are learning about CBR, it can be concluded that the best form of paid

advertising that CBR implements is radio advertisements.


                                                                                                 3
Conclusions and Recommendations:

       According to the analysis, customer satisfaction at CBR is very high. The hours of

donation are serving the donor base very well. Although the donation hours are serving the

customers well, the hours of operation for the day care could be revised to better

accommodate their needs. This revision could possibly be to have the day care open the same

hours as donor hours, to ensure that everyone has the opportunity to benefit from the day care.

Furthermore, since the findings show that a majority of the donors will be using the DONAIR

program, it is recommended that CBR implement this program soon because it will cut down

on the number of telephone sign- ups, and be more cost effective. The results also indicate

that word of mouth is the most effective way of informing new donors to donate plasma. The

most effective form of paid advertisement is the radio; therefore CBR should continue to use

this. On the other hand, CBR may not want to continue using bus billboards and newspapers

to bring new donors in. The results show that this form of advertising is not very cost

effective. CBR should conduct a cost/benefit analysis to determine if they should continue to

use these methods of advertisement.




                                                                                               4
                                          Introduction

        There are many plasma donation centers around the nation that collect plasma for

hospitals and private organizations. The main uses for plasma are to treat hemophiliac

patients, people who are immune suppressed, and to test blood for diseases like hepatitis and

mononucleosis. These centers have historically been located in larger cities, attracting

underclass workers and the homeless. 1 This led to a poor plasma supply because many of

these donors suffered from malnutrition, as well as alcohol and drug abuse. Starting in the

1970s, to overcome this problem and improve the donor base, donation centers in the U.S.

relocated to smaller college towns, attempting to target students. 2

        Community Bio Resources (CBR) is a national chain of plasma donation centers,

owned by Deerfield, Ill - based Baxter Health Care. There are twenty-two CBR centers

located mainly in the Midwest. Baxter recently purchased Sera-Tech, a competing chain of

plasma centers, to bring their total to 122 donation centers around the United States. Baxter’s

major competitor is Aventis, which operates eighty plasma centers in the United States.

        The CBR center in Onalaska, Wisconsin, is managed by Linda Schwartz. Libby

Teegan assists as the Management Support Specialist. This branch has been in operation

since June of 1997. There are no major competitors for CBR in this location. The

demographic market for CBR consists of people who live within 125 miles of the center, are

between the ages of 18 and 59, and are mostly of middle-class status. To date, they have had


1
 Kilcoyne, Joseph, and Kit Newell. “Success of Plas ma Centers Could Hurt Red Cross, Study Finds.” Today @
Ohio 19 Sept. 2001. http://www.ohio.edu/about/new/resnews1a.html.
2
 Whitlock, Kelli. “Dollars for Donors.” Perspectives Autumn/Winter 1999.
http://www.ohiou.edu/perspectives/9902/prospec.htm.



                                                                                                         5
more than 8,000 people donate plasma at the Onalaska CBR. On average there are 1,000

donations per week; 700-800 people are regular donors (twice a week).

       Ms. Teegan is satisfied with the current donor base and wanted to make sure that it

does not erode. To do so, she wanted to assure a high level of donor satisfaction.

Specifically, she wanted to know if the current hours of operation and the hours of the day

care are meeting the donors’ needs.

       Also, CBR is implementing a web-based program called DONAIR, which will allow

donors to make appointments on- line. Recently, CBR was forced to hire another worker who

spent a majority of their time scheduling appointments for donors over the phone. With

DONAIR, there will be no need to hire employees to answer the phone, which will save

money in the long run. However, for DONAIR to succeed, donors must have access to and

use the Internet. Consequently, CBR wanted to determine how many people would use the

DONAIR program to schedule appointments.

       Finally, Ms. Teegan wanted to evaluate the effectiveness of their current forms of paid

advertisement. Presently, their advertisement consists of radio, school newspapers, and bus

billboards.

       This study had three goals. One was to obtain a better idea of CBR’s donor’s needs

and to determine if customer satisfaction was being met. Another goal was to find out if

DONAIR will be utilized by CBR’s customer base. The final goal was to discover which

form of media is best informing the donors, and potential donors, about CBR.




                                                                                              6
This research project tests three hypotheses:

         CBR has a high rate of customer satisfaction and is serving their donors well. The

          Management Support Specialist at CBR, Libby Teegan, stated that business is

          consistently good and that most donors continue to come back with no significant

          complaints.

         The current donors will have a high interest in the DONAIR program being

          implemented by CBR. Half of CBR’s donors are college students, who all have

          access to the Internet. Therefore, this group of people would be expected to use

          DONAIR. The Internet is being used more and more in today’s society for business

          and use in the home. In an article in Business Communications Review magazine, a

          survey was conducted which revealed that, in 1998, 72% of the p eople surveyed said

          they thought access to the World Wide Web was very important. Eighty-three percent

          of these same people said that access to the WWW would be very important in 3

          years. 3

         The best form of paid advertising is the radio. Almost all people in the U.S. have a

          radio and listen to it on a regular basis, either in their car, home, or at the office. The

          Radio Advertising Bureau’s (RAB) latest statistics show that 99% of all US homes

          have radios. The latest report available to us, compiled by S tatistical Research Inc.,

          shows that nearly 96% of people aged 12+, or 210,358,000 Americans, listen to 15
                                         4
          minutes of radio per week.

      The data was collected by surveying the current donor base. This was done by leaving

surveys at the front desk of CBR (where donors check in for their appointments). The

3
    Knight, Fred. “The Internet and Web go Mainstream.” Business Communications Rev iew. Oct. 1998: 42-46
4
    Free Med ia Directory. “Media Statistics.” Aug. 1999: http://www.mdsconnect.com/mds_guide/medstat.htm.



                                                                                                         7
survey’s purpose was to establish customer satisfaction with CBR, determine if the current

donors will use the new DONAIR program, and find out which form of advertisement is more

beneficial for CBR.

   The key results of this investigation are the following: Principally, current customer

satisfaction with CBR is very good. The hours of operation are serving the present donors

well. However, many people did express concern about the hours of operation for the day

care. Secondly, the analysis of the data revealed that fewer than expected people have access

to the Internet and, therefore, could not use the DONAIR program to sign up for their

donation appointments. However, out of those people that do have access to the Internet,

most of them would use this program as an alternative way to sign up for their appointments.

Finally, the data analysis uncovered the fact that most people hear about CBR through word

of mouth, which was what Ms. Teegan expected. However, the next best form of advertising

was paid advertisements on the radio.




                                                                                                8
                                         Methods

       The target population of this study consisted of current plasma donors at the

Community Bio Resource Center (CBR). Current donors were surveyed based on the

objectives of the study. These objectives focused on CBR effectively serving their customers.

One main source of error was that this study was limited to only current plasma donors and

not prospective donors.

       Primary data were used for the study and were obtained through self-administered

questionnaires. The team prepared a questionnaire for current plasma donors. The source of

the questionnaire was based on an interview with the management support specialist, Libby

Teegan. A copy of the questionnaire is in Appendix B. There was no sampling frame for this

study. Chunk sampling was used to survey the present donor base. This sampling procedure

was used because the donor list is confidential. Two hundred and fifty surveys were left in the

lobby of CBR for six days until most of the surveys were filled out. Donors were asked to

complete these, at their own discretion, while waiting to donate. Two hundred and thirty nine

usable responses were obtained, generating a response rate of 95.6 percent. This sample was

non-random because not all of the members of the target population had the opportunity to fill

it out. Some regular donors may not have had the opportunity to come in while the surveys

were available. A limitation of the sample was that the surveys were only available for a few

days, making it difficult for every donor to have the opportunity to participate. However, for

the statistical analysis presented in the results section, the sample was assumed to be random.




                                                                                                  9
        One of the objectives of the study was to determine if the current hours of operation

are convenient. The variables used to measure this purpose are summarized in the Hours of

Operation Table.

                                Hours of Operation Table

          Variable                     Operational                       Response
           Label                        Definition                        Labels
Hours                           Measure of whether or not      1 = Yes
                                the respondent finds the       0 = No
                                current hours convenient.
Child Under 11                  Measure of whether or not      1 = Yes
                                the respondent has children    0 = No
                                under the age of 11.
Day Care                        Measure of whether or not      1 = Yes
                                the respondent uses the day    0 = No
                                care center.
Day Care Hours                  Measure of whether or not      1 = Yes
                                the respondent finds the day   0 = No
                                care hours to be convenient.


        Another objective was to determine if an Internet-based appointment sign- up would be

utilized effectively. The variables used to determine the possible success of appointment

sign-up over the Internet are in the Internet Table.

                                       Internet Table

          Variable                     Operational                       Response
           Label                        Definition                        Labels
Sign-up                         Measure of how donors          0 = Telephone
                                signed up for appointment      1 = Sign- up in book after
                                today.                             their last visit
                                                               2 = Other
Inte rnet                       Measure of whether or not      1 = Yes
                                the respondent has access to   0 = No
                                the Internet
DONAIR                          Measure of whether or not      1 = Yes
                                the respondent would use       0 = No
                                the DONAIR system.



                                                                                                10
       The Donation Information table presents the variables that measure factors, which

persuade customers to donate.

                            Donation Information Table

        Variable                      Operational                       Response
         Label                         Definition                        Labels
Times-Donate                    Measure of how many times     0 = 2 or less
                                in a typical month the        1 = 3-4
                                respondent donates.           2 = 5-6
                                                              3 = 7-8

Money                           Measures importance of        0 = None
Good Will                       reasons, to the respondent,   1 = Low
Friend Referral                 why they donate.              2 = Low to Moderate
Other                                                         3 = Moderate
                                                              4 = Moderate to High
                                                              5 = High
Living Expenses                 Measure of what the           1 = Yes
Groceries                       respondent uses their         0 = No
Non-essential goods             compensation for
School
Entertainment
Car
Children
Vacation
Savings
Other
Radio Station                   Measure of how the            1 = Yes
Word of Mouth                   respondent learned about      0 = No
Bus Billboard                   CBR
Newspaper
Other




                                                                                           11
         The demographics of the target population are summarized in the Demographics

Table.

                                   Demographics Table

          Variable                    Operational                      Response
           Label                       Definition                       Labels
First Time                     Measure of first time         1 = Yes
                               plasma donors.                0 = No
Age                            Measure of the age of the     0 = 18-28
                               donors.                       1 = 29-39
                                                             2 = 40-50
                                                             3 = 51-59

Student                        Measure of whether or not     1 = Yes
                               the respondent is a college   0 = No
                               student.
Employed                       Measure of whether or not     1 = Yes
                               the respondent is employed.   0 = No
Salary                         Measure of respondent’s       0 = 0-$20,000
                               household salaries.           1 = $20,001-$40,000
                                                             2 = $40,001-$60,000
                                                             3 = $60,001-$80,000
                                                             4 = $80001-$100,000
                                                             5 = $100,001-above
Miles                          Measure of how many miles     0 = 0-10
                               away donors live from the     1 = 11-25
                               CBR.                          2 = 25-50
                                                             3 = > 50




         The statistical packages used to analyze the data were Microsoft Excel and SPSS 10.0

for Windows. The statistical analysis of the data included means and medians of grouped

data, graphs, confidence intervals, one-way ANOVA, comparison of means for independent

samples, cross tabulation, and tests of hypotheses.




                                                                                           12
                                                                                   Results

                   The main objectives of the study were to determine customer satisfaction at CBR, use

          of Donair, and the most effective forms of advertising for CBR. Two hundred and fifty

          surveys were distributed at the Community Bio Resource center and 239 usable responses

          were analyzed. Although this sampling procedure resulted in a non-random sample the

          results that follow are based on the assumption that the sample is random.

                   In the survey, respondents were asked whether or not they were first time donors. It

          can be stated with 95% confidence that the proportion of first time donors is between 1% and

                         Frequency of Donations Per Month                                          5% for the donor population (Appendix C,
                 70.00


                 60.00                                                     62.34
                                                                                                   p.27). Of the 239 people surveyed, 3% are
                 50.00
                                                                                                   first time donors (Appendix C, p.27).
                 40.00


                 30.00                                                                             Respondents were also asked how many
                 20.00
                                                               21.34
                                                                                                   times they donate each month (see Figure
Percent




                 10.00
                                                   10.04
                             4.60
                  0.00
                            Missing   2 or Less   3-4 Times   5-6 Times   7-8 Times
                                                                                                   1). Approximately 65.4% of the 239
             Figure 1
                    Time/Donate
                                                                                                   people surveyed donate 7-8 times per

          month. The median number of times donated is 6.69 times per month (Appendix C, p.28).

                   The respondents were asked what their
                                                                                                              Motivation to Donate
                                                                                                       5.00

          motivation to donate was. Money, good will,
                                                                                                                    4.57

                                                                                                       4.00

          a friend’s referral, and other were the choices
                                                                                                       3.00                  3.14
          given. They were asked to rate each of these
                                                                                                       2.00
          motivators on a scale from 1 to 5, with 5 being
                                                                                      Proportion




                                                                                                       1.00                                 1.09
          the highest motivator (see Figure 2). Money
                                                                                                       0.00
                                                                                                                   Money   Good Will   Friend Refer ral   Other
          was a very high motivator to donate with the
                                                                                                      Figure 2


                                                                                                                                                                  13
             mean being 4.57 (Appendix C, p.29). Good will was also a fairly high motivator with a mean

             of 3.14. Friend’s referral and the other category were not high motivators to donate. The

             respondents were asked how they used the money they received from the plasma donation.

             Living Expenses, non-essential goods, entertainment, groceries, school, and other were the
                        Use of Donation Money
                  .60
                                                                                                   categories that the respondents were asked to
                          .55
                  .50

                                .47
                                                                                                   choose from. Living expenses, groceries, and
                  .40                                         .44



                  .30                                                                              entertainment were the top three uses of
                  .20                       .23
                                                                                                   donation money (see Figure 3), with 55%,
Percentage




                  .10                                 .12
                                                        N




                                                                          .09
                                                            on S
                                 Li




                                                                    .07          .06
                                                              En
                                                              -e c h
                                    vi




                                                                                        .04
                                                                                                   47%, and 44%, respectively, being the
                                       ng




                 0.00
                                                                ss oo
                                        G




                                                                 te C




                                                                                       Va
                                                                  Sa
                                                                   en l
                                      rEx p




                                                                   rta a




                                                                                        O n
                                       oc




                                                                     Ki s



                                                                                         ca
                                                                     vi




                                                                                          th
                                                                      ti a


                                                                       i nr
                                          een




                                                                         ng
                                                                         ds




                                                                                            ti o

                                                                                            er
                                            ries




                                                                          m
                                                                          lG



                                                                            en
                                               se s




                                                                             oo



                                                                              t
                                                                                ds




                                                                                                   proportion of these three uses (Appendix C,
                Figure 3
                                                                                                   p.30).



                        Management at CBR wanted to know if the current donation hours were serving their

             customer base well. Ninety-three percent of the respondents sampled found the current

             donation hours to be convenient. (Appendix C, p.31).                                           It can be stated with 95% confidence

             that between 90% and 96% of the donor population are satisfied with the current hours

             (Appendix C, p.31).

                        CBR also offers the convenience of a day care center for children under 11 while

             caretakers are donating. Twenty- nine percent of the donors sampled have children under the

             age of 11(Appendix C, p.32). Of these respondents 52% have used the day care facility

             (Appendix C p. 33) and only 67% find the current day care hours to be convenient. It can be

             stated with 95% confidence that between 54% and 80% of the current donors with children




                                                                                                                                                 14
under the age of 11 find the current day care hours to be convenient (Appendix C, pg. 34), and

between 40% and 64% have actually used the facility (Appendix C, p.33).

       Respondents were asked how they
                                                                  Form of Media
learned about CBR. CBR currently uses                      1.00




three main forms of paid advertising.                       .80
                                                                                     .77



These include radio, newspapers, and bus                    .60




                                                            .40
billboards. Along with these forms of
                                                                         .26

                                           Proportion
                                                            .20
advertising, many donors learn about CBR
                                                                                                               .08        .06
                                                           0.00

through word of mouth. Paid advertising                             Radio Station           Bus Billboard
                                                                                Word of Mouth               New spaper
                                                                                                                         Other




is not as effective as word of mouth. Of                Figure 4


the 239 respondents, 77% learned about CBR by word of mouth, 26% by radio, and 8% by

newspaper (see Figure 4). Only 5% of those surveyed heard about CBR by the bus billboard

(Appendix C, p.35).

        Currently, the primary ways of signing up for a donation appointment at CBR are to

either call or sign up in an appointment book after the previous donation. Sixty-seven and

one-half percent of the donors sampled signed up for their current donation time in the sign up

book and 27.6% signed up over the telephone (Appendix C, p.36). Mana gement at CBR is

implementing an Internet based donation sign-up program called DONAIR. To determine if

this will be successful, donors were asked whether or not they have access to and would use

the Internet to sign up for donation appointments. It can be stated with 95% confidence that

the proportion of donors with access to the Internet is between 81% and 90%, with the mean

being 86% (Appendix C, p.37). It can also be stated with 95% confidence that between 60%

and 72% of current donors would be willing to use DONAIR. It is statistically evident that




                                                                                                                                 15
          people with access to the Internet are more likely to use DONAIR than those who do not have

          Internet access (p-value/2 = 0.000) (Appendix C, p.46). Of the 86% of donors who do have

          Internet access, 75% stated that they would be willing to use DONAIR (Appendix C, p.46). It

          was also statistically evident that donors between the ages of 18-28 are more likely to use

          DONAIR than those between the ages of 29-39 (p-value/2 =0.004)(Appendix C, p.47). Also,

          college students are more likely to use DONAIR than non-college students (p-value/2 =

          0.000)(Appendix C, p.48). There was no statistical evidence to indicate that willingness to

          use DONAIR is different among the different income levels. (Appendix C, pg. 44-45).

                 For statistical purposes, respondents were asked
                                                                                                         Age

          several demographic questions, including age, if they                           51-59 Years


                                                                                          40-50 Years

          are a student, employment status, salary, and miles

          lived from CBR. Most donors (52.9%) are between the                                                             18-28 Years




                                                                                          29-39 Years
          ages of 18 and 28 (see Figure 5). The median age is

          27.4 (Appendix C, p.39). It can be stated with 95%
                                                                                         Figure 5

          confidence that the proportion of donors that are

          students is between 38% and 50%, with the actual proportion of those sampled being 44%

                                                                                 (Appendix C, p.40). It can also be stated
                         Salary
                 50.00
                                                                                 with 95% confidence that between 77%
                 40.00
                                     40.83
                                                                                 and 86% of the current donors are
                 30.00
                                              28.33

                 20.00
                                                                                 employed. The actual proportion for
                                                          18.75

                                                                                 those surveyed is 82% (Appendix C, p.
Percent




                 10.00
                                                          $8
                                                          $6
                                                           $2


                                                           $4




                                                            O
                                                            0,
                                                             0,
                                                             0,


                                                             0,




                                                                  4.58
                                                              ve
                                                              00
                                             $0




                  0.00
                                                               00
                                                                00


                                                                00




                                                                 r$
                                  M




                                               -$




                                                                 1-
                                                                  1-
                                                                  1-


                                                                  1-




                                                                                 41). The median salary (see Figure 6) of
                                   is




                                                                   $1
                                                 20




                                                                    10 00
                                                                    $8
                                                                     $4


                                                                     $6
                                     si




                                                   ,0




                                                                      00

                                                                      0,
                                       ng




                                                                       0,
                                                                       0,


                                                                       0,
                                                     00




                                                                        00
                                                                         00



                                                                          ,0
                                                                          00


                                                                          00




                                                                             0
                                                                             0
                                                                             0


                                                                             0




               Figure 6                                                          the current donors is $25,736 per year
                         Salary




                                                                                                                             16
(Appendix C, p.42). Seventy- five percent of the people surveyed live between 0 and 10 miles

away from the center, with the median being 6.6 miles (Appendix C, p. 43).




                                                                                          17
                                       Discussion

       Current donors at the Community Bio Resource center are very satisfied with the

service they are given at CBR. The current donation hours are serving customers very well.

Ninety three percent of the donors are satisfied. This percentage is in agreement with Libby

Teegan’s assumption that the hours are convenient for the donors. However, day care hours

are not serving the donors to the best of its ability. Currently, only 67% of donors with kids

young enough to use the day care are satisfied with the day care hours. Donors who have

children and who would like to use the day care would prefer that the center be open the same

hours as the donation center.

       Although most people would like to believe that people donate plasma out of the

goodness of their heart, our analysis shows that money is the key motivator to donate. On a

scale from 1 to 5, with 5 being the highest, money had a mean rating of 4.57. Good will

placed second with a rating of 3.14. As a result, good will was still a fairly strong motivator

to donate. As one would assume, people use the money they receive for a wide variety of

things. The top uses include living expenses, groceries, and entertainment. Since the median

salary of donors sampled was only $25,736, some of these people may not be able to afford

luxuries such as entertainment, vacations, or even basic necessities without the e xtra money

they receive from giving plasma.

       CBR will soon be implementing an Internet based sign- up program called DONAIR.

Management is very concerned with whether or not the donors will use this program and is

hoping to find it more convenient for the donors than calling to make appointments.

DONAIR may not be as big of a success as the managers of CBR had hoped. As Libby



                                                                                                 18
Teegan assumed, college students will use DONAIR the most. Eighty one percent of the

college students sampled said they would use DONAIR to sign up for appointments, but only

54% of non-college students sampled would use DONAIR. Overall, 25% of the people that

were sampled who have access to the Internet would not be willing to use DONAIR. On the

other hand, 12% of the people without Internet access said that they would be willing to use

DONAIR. There was no statistical evidence to indicate that willingness to use DONAIR is

different among the different income levels.




                                                                                               19
                     Summary and Recommendations

       Customer satisfaction was measured primarily by two factors: convenience of hours of

operation and of day care hours. Ninety-three percent of the donors sampled said that the

current hours of donation are convenient. This is a very significant amount, proving high

satisfaction. If CBR would like to extend their current hours, possible suggestions are listed

in Appendix E. Only 67 percent of the donors sampled who have a child under the age of 11

found the current day care hours to be convenient. To eliminate this problem CBR should

keep the day care open during all the donation times.

       One finding of this research project is that the proportion of current donors who would

be willing to use DONAIR to sign up for appointments is relatively low (66%). This system

should still be implemented because it will cut down on the number of telephone sign ups.

This would make it unnecessary to hire an employee for the sole purpose of answering the

telephone. Internet use continues to rapidly increase which is a good sign that more and more

donors will be willing to use DONAIR in the future.

       Word of mouth was found to be the most affective form of advertising (77%),

therefore CBR should continue to pay $10 to current donors for each referral. They should

also continue to advertise over the radio (26% sampled heard about CBR over the radio).

CBR should conduct a cost/benefit analysis for bus billboard and newspaper advertising.

These could be proven to be non-affective forms of advertising relative to their expenses.




                                                                                             20
                                Closing Comments


       If this study were to be repeated again, more questions on customer satisfaction could

be added. It would have been nice to know what the donors thought about the employees and

their customer relations. It would also be beneficial to have more open-ended questions such

as “How could your donation experience be improved?” and “What could we do to further

motivate you to donate?”

       If a future study were to be done, CBR may have more problems that could be looked

at. For this current study there were not any particular problems that needed to be addressed.

They currently have a sufficient amount of donors; therefore this particular study really does

not need to be expanded.




                                                                                             21
Appendix A:

  Pretest




              22
                                         Pretest

       The survey placed at CBR was pre-tested by our classmates on Monday, October 15,

2001. Corrections were made on the survey dealing with the type of measurement scale to

use for question 3. Also, the code value was changed for questions 3, 4, 9, and 10 so that

when they were entered into SPSS, they were evaluated as separate questions, not just

separate options to a single question. Corrections were also made on the ranges of the

intervals in questions 16 and 17.




                                                                                             23
Appendix B:

  Survey




              24
Hi! We are business students from the University of Wisconsin – La Crosse, and are conducting
a survey for our Business 230 Research class. The purpose of this project is to determine if
Community Bio-Resource Center is meeting the needs of their donors to the best of their ability.
Your answers will remain strictly confidential. Your participation is voluntary, and you have the
right to refuse to answer any questions. If you have any questions feel free to contact Professor
Keith Sherony at (608) 785-8108. Your participation is greatly appreciated. Please ignore the
small numbers that follow the responses, they are for statistical analysis purposes.

1. Are you a first time donor? Please check one
_6_ Yes(1), if Yes skip to question 3
233 No(0)

2. In a typical month how many times do you donate? Please check one
_4_ 2 or less(0)             24_ 3-4(1)           51 5-6(2)                145 7-8(3)

3. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, what motivates you to donate?
Please circle your answer, ignore those that do not apply
Money                   1       2      3       4      5 (5, 3, 10, 39, 179)
Good Will               1       2      3       4      5 (10, 13, 43, 70, 61)
Friends Referral        1       2      3       4      5 (60, 19, 17, 19, 7)
Other ____________ 1            2      3       4      5 (3, 0, 1, 4, 4)
     (please specify)

4. What do you use your donation money for? Please check all that apply
131 Living Expenses (rent, bills)                112 Groceries
54 Non-essential Goods (tobacco, alcohol)        _28 School (tuition, books)
105 Entertainment (movies, dining)               _6 Kids (daycare, lunch money)
21 Savings (stocks, bank account)                _17 Car (gas, payments, insurance)
15 Vacation (trips, holidays)                    _10 Other _______________

The current donation hours for the Community Bio-Resource Center are Monday through Friday
6:00 a.m. to 6:30 p.m. and Saturday 7:00 a.m. to 12:00 p.m.

5. Are these hours convenient for you? Please check one
223_ Yes(1)
16 _ No(0) What would be a good time and day for you?______________________

6. Do you have children under the age of 11? Please check one
69 _ Yes(1)
170_ No(0), If No please skip down to question 9

7. Have you used the day care provided by Community Bio Resource Center? Please check one
36_ Yes(1)
33_ No(0)

8. Do the day care hours of Monday, Wednesday, Friday 8:00 a.m. to 5:00 p.m. and Tuesday and
Thursday 9:00 a.m. to 4:00 p.m. fit into your schedule for donating? Please check one, if no fill
in the blank provided
35_ Yes(1)
17_ No(0), If No what times would be best for you?____________________
9. How did you learn about the Community Bio-Resource Center? Please check all that apply
63_ Radio Station            185 Word of Mouth                _11_ Bus Billboard
19_ Newspaper                _14_ Other ___________________

10. How did you sign up for today’s donation appointment? Please check one
66_ Telephone (0)             162_ Sign up in book after last visit(1)
11_ Other(2) ____________________

11. Do you have access to the Internet? Please check one
205_ Yes(1)
34 _ No(0)

12. Community Bio Resource is installing a system called DONAIR. This system will allow the
donors to sign up for appointments on the Internet. Would you use the DONAIR system to sign
up for appointments on the Internet? Please check one
157_ Yes(1)
81 _ No(0)

For statistical analysis purposes we would appreciate if you would answer the following
questions.

13. How old are you? Please check one
127_ 18-28(0)        57_ 29-39(1)           _45_ 40-50(2)         10_ 51-59(3)

14. Are you a college student? Please check one
105_ Yes(1)
134_ No(0)

15. Are you employed? Please check one
194_ Yes(1)
44 _ No(0)

16. What is your current household salary? Please check one
98_ 0-$20,000 (0)            68 _ $20,001-$40,000(1)              45_ $40,001-$60,000(2)
11_ $60,001-$80,000(3)       __7_ $80,001-$100,000(4)             _6_ $100,001-above(5)

17. How many miles away do you live from this center? Please check one
181_ 0-10 miles       (0)         37_ 11-25 miles(1)                   19_ 26-50 miles(2)
 2_ Greater than 50 miles(3)
Please use the spaces provided below if you have any comments or questions. Thank You for
your time.
Comments:____________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________




                                                                                            26
Appendix C:

 Statistics




              27
                                            Descriptiv es

                                                            Statistic   Std. Error
           1st Time   Mean                                        .03        .010
                      95% Confidence         Lower Bound          .01
                      Interval for Mean      Upper Bound
                                                                 .05

                      5% Trimmed Mean                            .00
                      Median                                     .00
                      Variance                                 .025
                      Std. Deviation                           .157
                      Minimum                                      0
                      Maximum                                      1
                      Range                                        1
                      Interquartile Range                        .00
                      Skewness                                6.110          .157
                      Kurtosis                               35.625          .314


The sample estimate for the number of first time donors surve yed was 0.03. It can be stated

with 95% confidence that there are between 0.01 and 0.05 first time donors surveyed.




                                                                                               28
                             Time/Donate

                                                             Cumulative
                      Frequency   Percent    Valid Percent    Percent
Valid     2 or Less           4        1.7             1.8           1.8
          3-4 Times          24       10.0           10.5          12.3
          5-6 Times          51       21.3           22.4          34.6
          7-8 Times        149        62.3           65.4         100.0
          Total            228        95.4          100.0
Missing   System             11        4.6
Total                      239      100.0




               Med. = 5 + ((228/2) – 28) * 1 = 6.69 times
                              51




                                                                           29
                                          Descriptiv e Statistics

                                N          Minimum      Maximum     Mean     Std. Deviation
           Money                    239          0            5       4.57            .954
           Good Will                239          0            5       3.14           1.764
           Friend Referral          239          0            5       1.09           1.428
           Other                    239          0            5        .18            .842
           Valid N (listwise)       239




       The table above shows what motivates plasma donors’ to donate. On a scale of 1 to 5,

1 being the lowest motivating factor and 5 being a high motivating factor. If no response was

entered on the survey a 0 was entered into data analysis as a non- motivating factor. Money

was the leading and high motivating factor for plasma donors’ with a mean of 4.57. Good

Will was the second motivating factor with a mean of 3.14, which is a middle motivating

factor. Friends Referral was a low motivating factor with a mean of 1.09.




                                                                                              30
                                  Descriptiv e Statistics

                            N         Minimum     Maximum   Mean     Std. Deviation
  Living Expenses               239         0           1      .55            .499
  Groceries                     239         0           1      .47            .500
  Non-essential Goods           239         0           1      .23            .419
  School                        239         0           1      .12            .322
  Entertainment                 239         0           1      .44            .497
  Car                           239         0           1      .07            .258
  Savings                       239         0           1      .09            .284
  Kids                          239         0           1      .03            .157
  Vacation                      239         0           1      .06            .243
  Other                         239         0           1      .04            .201
  Valid N (listwise)            239


This table represents what plasma donors use their donation money for. Fifty- five percent of

the donors sampled use their donation money for living expenses. Forty-seven percent of the

sampled donors use their donation money for groceries. Only three percent use their donation

money for their children.




                                                                                           31
                                Descriptiv es

                                                Statistic    Std. Error
  Hours   Mean                                        .93         .016
          95% Confidence        Lower Bound           .90
          Interval for Mean     Upper Bound
                                                      .96

          5% Trimmed Mean                              .98
          Median                                     1.00
          Variance                                   .063
          Std. Deviation                             .250
          Minimum                                        0
          Maximum                                        1
          Range                                          1
          Interquartile Range                          .00
          Skewness                                 -3.487         .157
          Kurtosis                                10.247          .314


The table above shows the proportion of plasma donors that said the current donation hours

are convenient. Ninety-three percent of the 239 people surveyed think the current hours are

convenient. It can be stated with ninety- five percent confidence that between ninety and

ninety-six percent of the total plasma donor population believe that the current donation hours

are convenient.




                                                                                              32
                                   Descriptiv es

                                                        Statistic   Std. Error
  Child Under 11   Mean                                       .29        .029
                   95% Confidence        Lower Bound          .23
                   Interval for Mean     Upper Bound
                                                             .35

                   5% Trimmed Mean                           .27
                   Median                                    .00
                   Variance                                 .206
                   Std. Deviation                           .454
                   Minimum                                     0
                   Maximum                                     1
                   Range                                       1
                   Interquartile Range                      1.00
                   Skewness                                 .938         .157
                   Kurtosis                               -1.129         .314


This table represents the proportion of donors who have a child under the age of 11. Twenty-

nine percent of the donors sampled do have a child under the age of 11. It can be stated with

ninety- five percent confidence that between twenty-three percent and thirty-five percent of the

donor population have a child under the age of 11.




                                                                                             33
                                   Descriptiv es

                                                    Statistic   Std. Error
  Day Care   Mean                                         .52        .061
             95% Confidence         Lower Bound           .40
             Interval for Mean      Upper Bound
                                                         .64

             5% Trimmed Mean                              .52
             Median                                     1.00
             Variance                                   .253
             Std. Deviation                             .503
             Minimum                                        0
             Maximum                                        1
             Range                                          1
             Interquartile Range                        1.00
             Skewness                                  -.089         .289
             Kurtosis                                 -2.052         .570


This table represents the proportion of those people who have children under the age of 11

and have also used the day care facility. Fifty-two percent of those surveyed who do have

children under 11 have also used the day care facility. It can be stated with ninety- five

percent confidence that between forty percent and sixty- four percent of the donor population

have children under 11 and have also used the day care facility.




                                                                                             34
                                   Descriptiv es

                                                         Statistic   Std. Error
  Day Care Hours   Mean                                        .67        .066
                   95% Confidence        Lower Bound           .54
                   Interval for Mean     Upper Bound
                                                              .80

                   5% Trimmed Mean                             .69
                   Median                                    1.00
                   Variance                                  .224
                   Std. Deviation                            .474
                   Minimum                                       0
                   Maximum                                       1
                   Range                                         1
                   Interquartile Range                       1.00
                   Skewness                                 -.760         .330
                   Kurtosis                                -1.481         .650


This table represents the proportion of donors who have children under the age of 11 and find

the current day care hours of operation to be convenient. Sixty-seven percent of the donors

sampled that do have children under 11 find the current day care hours to be convenient. It

can be stated with ninety- five percent confidence that between fifty- four percent and eighty

percent of the donor population who have children under 11 find the current day care hours to

be convenient.




                                                                                                 35
                                 Descriptiv e Statistics

                       N          Minimum      Maximum     Mean     Std. Deviation
  Radio Station            239          0            1        .26            .442
  Word of Mouth            239          0            1        .77            .419
  Bus Billboard            239          0            1        .05            .210
  Newspaper                239          0            1        .08            .271
  Other                    239          0            1        .06            .235
  Valid N (listwise)       239

This table represents the proportion of plasma donors who have heard about the donation

center through these various mediums. Seventy-seven percent of the donors sampled have

heard of the donation center by word of mouth. Twenty-six percent heard about it on the

radio. Only five percent saw the advertisement on a bus billboard.




                                                                                          36
                                    Sign-up

                                                                     Cumulative
                              Frequency   Percent    Valid Percent    Percent
  Valid     telephone appt           66       27.5           27.6          27.6
            signed up in book      162        67.5           67.8          95.4
            other                    11        4.6             4.6        100.0
            Total                  239        99.6          100.0
  Missing   System                    1         .4
  Total                            240      100.0

This table represents the proportion of donors who signed up for their current appointment

using either the telephone or the sign up book. Approximately sixty-eight percent of the

donors sampled signed up for their current appointment using the sign up book after their last

visit. Approximately twenty-eight percent of the donors sampled signed up for their current

appointment over the telephone.




                                                                                              37
                                   Descriptiv es

                                                   Statistic   Std. Error
  Internet   Mean                                        .86        .023
             95% Confidence        Lower Bound           .81
             Interval for Mean     Upper Bound
                                                        .90

             5% Trimmed Mean                             .90
             Median                                    1.00
             Variance                                  .123
             Std. Deviation                            .350
             Minimum                                       0
             Maximum                                       1
             Range                                         1
             Interquartile Range                         .00
             Skewness                                -2.061         .157
             Kurtosis                                 2.267         .314


This table represents the proportion of plasma donors who have access to the Internet.

Eighty-six percent of the donors sampled do have access to the Internet. It can be stated with

ninety- five percent confidence that between eighty-one percent and ninety percent of the

donor population have access to the Internet.




                                                                                            38
                                 Descriptiv es

                                                 Statistic   Std. Error
  Donair   Mean                                        .66        .031
           95% Confidence        Lower Bound           .60
           Interval for Mean     Upper Bound
                                                      .72

           5% Trimmed Mean                             .68
           Median                                    1.00
           Variance                                  .225
           Std. Deviation                            .475
           Minimum                                       0
           Maximum                                       1
           Range                                         1
           Interquartile Range                       1.00
           Skewness                                 -.678         .158
           Kurtosis                                -1.553         .314


This table represents the proportion of plasma donors who would use DONAIR to sign up for

appointments. Sixty-six percent of the donors sampled said that they would use DONAIR. It

can be stated with ninety- five percent confidence that between sixty percent and seventy-two

percent of the donor population would be willing to use DONAIR.




                                                                                           39
                                      Age

                                                                  Cumulative
                          Frequency    Percent    Valid Percent    Percent
  Valid     18-28 Years        127         52.9           53.1          53.1
            29-39 Years         57         23.8           23.8          77.0
            40-50 Years         45         18.8           18.8          95.8
            51-59 Years         10          4.2             4.2        100.0
            Total              239         99.6          100.0
  Missing   System               1           .4
  Total                        240       100.0



Med = 18 + ((239/2) – 0/127) * 10 = 27.4 years old




                                                                               40
                                  Descriptiv es

                                                  Statistic   Std. Error
  Student   Mean                                        .44        .032
            95% Confidence        Lower Bound           .38
            Interval for Mean     Upper Bound
                                                       .50

            5% Trimmed Mean                             .43
            Median                                      .00
            Variance                                  .247
            Std. Deviation                            .497
            Minimum                                       0
            Maximum                                       1
            Range                                         1
            Interquartile Range                       1.00
            Skewness                                  .246         .157
            Kurtosis                                -1.956         .314


This table represents the proportion of plasma donors that are college students. Forty-four

percent of the donors sampled are college students. It can be stated with ninety- five percent

confidence that between thirty-eight percent and fifty percent of the donor population are

college students.




                                                                                              41
                                 Descriptiv es

                                                   Statistic   Std. Error
  Employed   Mean                                        .82        .025
             95% Confidence        Lower Bound           .77
             Interval for Mean     Upper Bound
                                                        .86

             5% Trimmed Mean                             .85
             Median                                    1.00
             Variance                                  .151
             Std. Deviation                            .389
             Minimum                                       0
             Maximum                                       1
             Range                                         1
             Interquartile Range                         .00
             Skewness                                -1.634         .158
             Kurtosis                                  .675         .314


This table represents the proportion of plasma donors who are employed. Eighty-two percent

of the donors sampled are employed. It can be stated with ninety- five percent confidence that

between seventy-seven percent and eighty-six percent of the donor population are employed.




                                                                                            42
                                   Salary

                                                                    Cumulative
                             Frequency   Percent    Valid Percent    Percent
  Valid     $0-$20,000              98       40.8           41.7          41.7
            $20,001-$40,000         68       28.3           28.9          70.6
            $40,001-$60,000         45       18.8           19.1          89.8
            $60,001-$80,000         11        4.6             4.7         94.5
            $80,001-$100,000         7        2.9             3.0         97.4
            Over $100,000            6        2.5             2.6        100.0
            Total                 235        97.9          100.0
  Missing   System                   5        2.1
  Total                           240      100.0




Med = $20,001 + ((235/2)-98/68) *$19,999 = $25,736




                                                                                 43
                                     Miles

                                                                        Cumulative
                               Frequency     Percent    Valid Percent    Percent
  Valid     0-10 Miles              181          75.4           75.7          75.7
            11-25 Miles               37         15.4           15.5          91.2
            26-50 Miles               19          7.9             7.9         99.2
            More Than 50 Miles         2           .8              .8        100.0
            Total                   239          99.6          100.0
  Missing   System                     1           .4
  Total                             240        100.0



Med = 0 + ((239/2) – 0/181) * 10 = 6.6 miles




                                                                                     44
                                       Multiple Comparisons
                                       ANOVA
  Dependent Variable: Donair
  Donair
  Tamhane
                       Sum of
                       Squares        df              Mean Square       F         Sig.
                                        Mean
   Between Groups         2.425              5
                                      Difference              .485                  .056
                                                                        2.188 95% Confidence Interval
   Within
  (I) SalaryGroups      50.537
                   (J) Salary           228
                                          (I-J)               .222
                                                        Std. Error   Sig.     Lower Bound    Upper Bound
  $0-$20,000       $20,001-$40,000
   Total                52.962          233 .15              .075      .539           -.08           .37
                   $40,001-$60,000              .19          .085      .392           -.07           .45
                   $60,001-$80,000             -.07          .150     1.000           -.54           .39
                   $80,001-$100,000             .17          .184     1.000           -.75          1.10
                   Over $100,000                .41          .198      .824           -.65          1.48
  $20,001-$40,000  $0-$20,000                  -.15          .075      .539           -.37           .08
                   $40,001-$60,000              .04          .091     1.000           -.25           .33
                   $60,001-$80,000             -.22          .153      .864           -.69           .25
                   $80,001-$100,000             .03          .187     1.000           -.88           .93
                   Over $100,000                .26          .201      .992           -.78          1.30
  $40,001-$60,000  $0-$20,000                  -.19          .085      .392           -.45           .07
                   $20,001-$40,000             -.04          .091     1.000           -.33           .25
                   $60,001-$80,000             -.26          .158      .726           -.74           .22
                   $80,001-$100,000            -.02          .191     1.000           -.91           .88
                   Over $100,000                .22          .205      .999           -.79          1.24
  $60,001-$80,000  $0-$20,000                   .07          .150     1.000           -.39           .54
                   $20,001-$40,000              .22          .153      .864           -.25           .69
                   $40,001-$60,000              .26          .158      .726           -.22           .74
                   $80,001-$100,000             .25          .228      .997           -.64          1.14
                   Over $100,000                .48          .239      .713           -.50          1.47
  $80,001-$100,000 $0-$20,000                  -.17          .184     1.000          -1.10           .75
                   $20,001-$40,000             -.03          .187     1.000           -.93           .88
                   $40,001-$60,000              .02          .191     1.000           -.88           .91
                   $60,001-$80,000             -.25          .228      .997          -1.14           .64
                   Over $100,000                .24          .262     1.000           -.85          1.33
  Over $100,000    $0-$20,000                  -.41          .198      .824          -1.48           .65
                   $20,001-$40,000             -.26          .201      .992          -1.30           .78
                   $40,001-$60,000             -.22          .205      .999          -1.24           .79
                   $60,001-$80,000             -.48          .239      .713          -1.47           .50
                   $80,001-$100,000            -.24          .262     1.000          -1.33           .85


                                            ANOVA

    Donair
                          Sum of
                          Squares          df          Mean Square        F           Sig.
    Between Groups          2.425                 5           .485        2.188         .056
    Within Groups          50.537               228           .222
    Total                  52.962               233

Ho :TT1 = TT2 = TT3 = TT4 = TT5 =TT6
Ha :TT1  TT2  TT3  TT4  TT5  TT6

Where

TT1 = proportion of respondents in the $0-$20,000 income level who would use DONAIR



                                                                                                           45
TT2 =proportion of respondents in the $20,001-40,000 income level who would use
DONAIR

……..

TT6 = proportion of respondents in the over $100,000 income level who would use DONAIR.

Set alpha = to .05 and reject the null hypothesis if sig. is less than .05.

Sig. = .056 > .05 therefore fail to reject the null hypothesis.

The statistical evidence does not indicate that willingness to use DONAIR is different among

the different income levels.




                                                                                          46
                                        Group Statistics

                                                                                              Std. Error
               Internet             N                Mean      Std. Deviation                   Mean
  Donair       No                        34             .12             .327                       .056
               Yes                      204             .75             .434                       .030




                                                       Independent Samples Test

                              Levene's Test for
                            Equality of Variances                                  t-test for Equality of Means
                                                                                                                          95% Confidence
                                                                                                                           Interval of the
                                                                                                Mean       Std. Error        Difference
                               F          Sig.         t         df         Sig. (2-tailed)   Difference   Difference    Lower        Upper
 Donair   Equal variances
                              16.575          .000    -8.113          236            .000           -.63          .078     -.786       -.479
          assumed
          Equal variances
                                                      -9.913    54.461               .000           -.63          .064     -.760       -.504
          not assumed




H0 : Uno = Uyes
Ha : Uno < Uyes

Uyes = proportion of donors who have access to the Internet and would use DONAIR.

Uno = proportion of donors who do not have access to the Internet and would use DONAIR.

    Set alpha equal to .05 and reject the null hypothesis if sig. (2-tailed)/2 is less than .05.
Levene’s Test for Equality is not necessary because both Sig.(2-tailed) values are .000.

Sig.(2-tailed)/2 = .000 < .05 Therefore reject the Null Hypothesis.

The statistical evidence indicates that people who do have access to the Internet are more

likely to use DONAIR to sign up for appointments than are those who do not have access to

the Internet.




                                                                                                                                               47
                                          ANOVA

  Donair
                       Sum of
                       Squares          df         Mean Square         F         Sig.
  Between Groups         3.442                 3         1.147         5.370       .001
  Within Groups         49.991               234          .214
  Total                 53.433               237




                                        Multiple Comparisons

  Dependent Variable: Donair
  Tamhane


                                   Mean
                                 Difference                               95% Confidence Interval
  (I) Age       (J) Age              (I-J)      Std. Error    Sig.      Lower Bound Upper Bound
  18-28 Years   29-39 Years                .26*      .074       .008             .05            .46
                40-50 Years                .15       .081       .378            -.08            .38
                51-59 Years                .36       .152       .289            -.18            .91
  29-39 Years   18-28 Years               -.26*      .074       .008            -.46           -.05
                40-50 Years               -.10       .093       .879            -.37            .16
                51-59 Years                .11       .158       .992            -.44            .66
  40-50 Years   18-28 Years               -.15       .081       .378            -.38            .08
                29-39 Years                .10       .093       .879            -.16            .37
                51-59 Years                .21       .162       .829            -.34            .77
  51-59 Years   18-28 Years               -.36       .152       .289            -.91            .18
                29-39 Years               -.11       .158       .992            -.66            .44
                40-50 Years               -.21       .162       .829            -.77            .34
    *. The mean difference is significant at the .05 level.


Set alpha = .05

18-29 years vs. 29-39 years: It is statistically evident that people between the ages of 18-28

are more likely to use DONAIR than those between the ages of 29-39. It also appears that the

18-29 year olds are much more likely to use DONAIR than the 51-59 year olds, however the

sample size of 51-59 years olds wasn’t large enough to make this statistically evident.




                                                                                                      48
                                        Group Statistics

                                                                                              Std. Error
               Student              N                Mean      Std. Deviation                   Mean
  Donair       No                       133             .54             .500                       .043
               Yes                      105             .81             .395                       .039



                                                       Independent Samples Test

                              Levene's Test for
                            Equality of Variances                                  t-test for Equality of Means
                                                                                                                          95% Confidence
                                                                                                                           Interval of the
                                                                                                Mean       Std. Error        Difference
                               F          Sig.         t         df         Sig. (2-tailed)   Difference   Difference    Lower        Upper
 Donair   Equal variances
                              76.266          .000    -4.498          236            .000           -.27          .060     -.386       -.151
          assumed
          Equal variances
                                                      -4.624   236.000               .000           -.27          .058     -.382       -.154
          not assumed


Since the sig.(2-tailed) values are 0 for both equal variances assumed and equal variances not

assumed there is no need for Levene’s Test for Equality of Variance.


Ho :TTs = TTn
Ha :TTs > TTn

TTs = proportion of students that would use DONAIR

TTn = proportion of non-students that would use DONAIR

               Set alpha equal to .05 and reject the null hypothesis if sig.(2-tailed)/2 is less than
                .05.

Sig.(2-tailed)/2 = .000 < .05 Therefore reject the null hypothesis.

The statistical evidence indicates that students are more likely to use DONAIR than non-

students.




                                                                                                                                               49
Appendix D:

Cover Letter




               50
September 26, 2001

Dear Libby and Linda,

Thank you for taking the time to meet with us on Monday, September 10. We are writing to
confirm that our understanding of the project’s objectives is consistent with yours.

Our main purposes of this study are to obtain a better idea of Community Bio Resources donor’s
needs and to determine if customer satisfaction is being met, which form of media is best
informing potential donors about CBR, and if DONAIR will be utilized by the customer base.
Several donors at CBR will be surveyed to determine if both the donation hours and daycare hours
are serving them well, how they heard about CBR, if they have access and use the internet, and
the other smaller issues we discussed during the interview.

At this time we are developing a questionnaire that w ill be used for the survey. We will be
leaving about 250-300 surveys at the front desk where the donors check in for their appointments
so they can fill them out. Before the surveys are distributed we will supply you and Linda with a
copy of the questionnaire for your final approval. Once the survey is completed the data will be
entered into our computer and statistically analyzed. A final report of the results will be available
on Monday, December 10. Also, the team will make an oral presentation of t he results at 2:30
p.m. on Friday, December 14. Your presence at this presentation is welcomed.

In order to avoid misunderstandings, our professor, Keith Sherony, requires we provide him a
copy of this letter with your signature denoting authorization of this project. He must receive this
letter no later than Wednesday, October 3. Finally, at semester’s end, you will be asked by
Professor Sherony to complete a form that verifies that you received a copy of the report.
Professor Sherony will withhold our final grades until he receives the completed form.

Thank you again for your time and the opportunity to work with your organization. We are
excited and are looking forward to a finished product that will benefit the Community Bio
Resource Center of Onalaska.

Sincerely,


__________________                                              _________________
Stacey Miller                                                         Jeff Peterman


__________________                                              __________________
Matt Jurgaitis                                                        Sara Appel


__________________
Your Signature




                                                                                                   51
Appendix E:

 Comments
From Survey




              52
                        Comments From Surveys

   I would like to see CBR get people back to the floor faster. Also I would like to say
    the staff is excellent, they are very nice to their customers.

   We are lucky to have a facility like this in the area to help people. Plus where else can
    you sit on your rump for a couple hours and get paid this kind of money. Really nice
    people too.

   The $20 first visit, $30 second visit system per week is somewhat unfair, I understand
    the incentive for repeat visits but it places too much priority on the second visit.

   Paying for time spent donating is a great concept. The stigma of taking money for
    things such as this is out dated, harmful and fails to take into account the for profit
    health business. This same concept should apply to all forms of donations.

   I would be concerned with the DONAIR system if allows for signing up way in
    advance and did it really register me. There would be nothing worse than getting to a
    6:00 am appointment and not be registered. The other concern would be if someone
    registered in the book at the same time as someone online.

   The people are very nice that work here.

   I donate $590 worth a year, so it isn’t recorded for tax reasons. For 3 months in the
    summer, my daycare bill increases from $100 to $360. The money I collect helps that
    3-month period.

   Under question 12 you could have used “possible” criteria. Since I usually sign up
    after my last visit it would be nice to check your time for sure on the Internet. I have
    been coming here for 3 years now along with my husband. My daughter, who is 18,
    would also like to donate but is petite and can’t get to 110 lbs. Weight restriction.

   It is sort of like a part-time job under 4 hours a week and $50, not bad!

   I would greatly appreciate it if CBR would open a center in Winona. If one were to
    open there, it would make donation much easier. Also, WSU and St. Mary’s are both
    there, assuring a good supply of donors.

   Need less time in between you get here till you are done, more workers and machines.

   Should have a target time to get donor from waiting room to donor floor. The wait is
    too long many times.

   The staff is very friendly and precise. You can tell they are understaffed from 2:30 pm
    on, overworked and kind of in a hurry.


                                                                                              53
   The staff is very friendly and always helpful, and very clean. Wonderful way to make
    extra money and help others at the same time. I wish more people knew about CBR.

   All radio stations should be allowed to be played in back. To not use some is
    discrimination.

   Preferred placement times for veteran donors.

   Best part-time job I have had.

   Open another clinic around the campus area.

   Would like to see faster times in getting out to the donation floor.

   For question # 5 the hours are convenient for me, but it would be nice if they were
    open earlier and longer on Saturdays. Maybe closer to regular hours on Saturday.

   Great Staff! Keep up the good work. Center is very clean and that is appreciated.

   More openings from 4-6:30, open later at night.

   Donating plasma is cool!

   Everyone here is very nice.

   For the most part the people who take care of me are kind and know what they are
    doing, but the last three times I have given plasma, when I was done I was stuck on
    the machine doing nothing, one time for 5 minutes.

   Please post results of the survey.

   The staff is always friendly. It would be nice if you need to find out a test result if you
    could do it over the phone, it is very inconvenient and time consuming to drive here
    just to find out.

   It would be nice for people who donate more plasma to receive more money for the
    “extra time” it takes. Heavier people donate more and take up more time than lighter
    people, yet we are still compensated the same. Since we give more, it would be nice
    and more appealing to receive more.

   Love to come to relax and read.

   Great opportunity to earn extra cash, plus it helps others.



                                                                                            54
   The time-wait period is awful!!

   It takes too long to get back to donation part.

   The time it takes for each donation is averaging around 2 hours. They stated 1 ½
    hours. Should increase capacity to shorten time.

   More news updates.

   I think people who weigh more should get a bigger payment for plasma; they have to
    give more time to give you a bigger amount.

   Center is excellent / staff great.

   All the people that I have encountered here are very pleasant and caring people.

   I have been donating for the last 3-4 years and enjoyed both the great staff and extra
    money.

   Dislike rock music over loudspeaker. Feel some staff act like robots and wish they
    were friendlier. Not all some very kind. Believe finger pricker person should put on
    new gloves for my safety between each person. Staff needs to use better sanitation;
    not to touch their hair etc. And other things when they’re gloved and ready to do my
    blood. Up sanitation over all.

   Some staff more helpful and friendlier than others!

   I just want to add that CBR excels on every level of customer service and satisfaction.
    They are always very friendly and accommodating. All of the little things make a big
    difference.

   I’ve always found the staff extremely knowledgeable and helpful, especially Julie and
    Joanna. Donating is a pleasant experience.




                                                                                             55
Question 5
Are these (donation) hours convenient for you?
No, What would be a good time and day for you? ____________

      7-8 pm
      Open earlier, close later
      Close later, 7:30 or 8 pm
      Open Saturday until 4 pm
      Weekdays open until 8 pm weekends open until 5 pm
      7-7:30 two days a week
      4 am to 7 pm
      Later in the evening
      Saturday 7-3
      Open until 8 pm
      Open later on Saturday
      Open at 5:30 am
      Monday – Thursday open until 8 pm
      Open until 7 pm Monday – Friday
      Later hours Saturday or open on Sunday
      Open until 7 pm

Question 8
Do the day care hours of Monday, Wednesday, Friday 8:00 am to 5:00 pm and Tuesday and
Thursday 9:00 am to 4:00 pm fit into your schedule for donating?
No, If No what times would be best for you? ___________

      6:30 pm – 8:30 pm
      After 5:00 at least 2 days a week
      Same as the center hours
      5-close on Saturdays
      After 5:30 pm
      5:40 or 6:00 pm and Saturday morning
      Open later
      Later Tuesday and Thursday
      Later Tuesday and Thursday and open on Saturday
      Open 6:00 am
      Open Tuesday and Thursday until 5:00 pm
      Same as the donation hours
      Open 8:00 am on Tuesday and Thursday
      Open 8:00 am on Tuesday and Thursday
      Open 8:00 am on Tuesday and Thursday
      Open later




                                                                                        56
Question 9 Part e
How did you learn about the Community Bio-Resource Center?
Other_________

      Doctor
      Employee
      Race Track
      Phone book
      TV commercial
      Outside contract with CBR (built counters)
      Husband donates
      Mail
      Employee stopped at brewery
      Church

Question 10
How did you sign up for today’s donation appointment?
Other________

      Walk-in
      Sign up day before
      Reminder
      Walk-in
      Walk-in
      Sign up day before
      Walk-in
      Walk-in
      Walk-in
      Husband signed up for her
      Walk-in




                                                             57
                                   Bibliography

Davis, Nick. “Who’s Tapping the Vein of the Red Cross.” Missoula Independent 9,Sept.2001.
       http://www.missoulanews.com/News/News.htm

Free Media Directory. “Media Statistics.” Aug. 1999:
      http://www.mdsconnect.com/mds_guide/medstat.htm.

Kilcoyne, Joseph, and Kit Newell. “Success of Plasma Centers Could Hurt Red Cross, Study
       Finds.” Today @ Ohio 19 Sept. 2001.http://www.ohio.edu/about/new/resnews1a.html.

Knight, Fred. “The Internet and Web go Mainstream.” Business Communications Review.
       Oct. 1998: 42-46

Whitlock, Kelli. “Dollars for Donors.” Perspectives Autumn/Winter 1999.
       http://www.ohiou.edu/perspectives/9902/prospec.htm.




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