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Programme title BTEC HND in Computing

Assessor Mr. Nadheera Senasinghe Internal Verifier

Unit(s) Unit: 6 Planning a Computing Project

Planning a Project on the Big Data Technologies in achieving operational

Assignment title efficiency

Student’s name Mohamed Thamseeer

List which assessment criteria Pass Merit Distinction

the Assessor has awarded.

INTERNAL VERIFIER CHECKLIST

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student work?

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accurately?
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Y/N
• Identifying opportunities for
improved performance?
Y/N
• Agreeing actions?
Does the assessment decision need amend? Y/N

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Remedial action taken.
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Higher Nationals – Summative Assignment Feedback Form

Student Name/ID

Unit Title Unit: 6 Planning a Computing Project

Assignment Number 1 Assessor

DateReceived1stsub
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Assessor Feedback:

LO1. Conduct small-scale research, information gathering and data collection to generate knowledge on an
Pass, Merit & Distinction P1 P2 M1 D1
Descripts
LO2. Explore the features and business requirements of organisations in an identified sector

Pass, Merit & Distinction P3 P4 M2

Descripts
LO3. Produce project plans based on research of the chosen theme for an identified organisation.
Pass, Merit & Distinction P5 M3
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LO4. Present your project recommendations and justifications of decisions made, based on research of the
identified
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Distinction P7 P8 M4 D2
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Unit: 6 Planning a Computing Project

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Student Declaration

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Higher National Diploma in Computing

Assignment Brief
Student Name /ID Number 00162611

Unit Number and Title Unit: 6 Planning a Computing Project

Academic Year 2023-2025

Unit Tutor

Assignment Title Planning a Project on the Big Data Technologies in achieving operational efficiency

Issue Date 21/01/2024

Submission Date 30/05/2024

IV Name & Date

Submission Format:
The submission should be in the form of an individual report with the following sections.

Section 1: Project Management Plan

Section 2: Research report

Section 3: Action Plan

You are required to make use of headings, paragraphs, and subsections as appropriate, and all work must
be supported with research and referenced using Harvard referencing system. Please provide in-text

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citation and a list of references using Harvard referencing system.

Please note that this is an individual assessment, and your report should include evidence to that you
have conducted research to collect relevant data individually.

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Unit Learning Outcomes:
LO1 Conduct small-scale research, information gathering and data collection to generate knowledge on
an identified subject.

LO2 Explore the features and business requirements of organizations in an identified sector.

LO3 Produce project plans based on research of the chosen theme for an identified organization.

LO4 Present your project recommendations and justifications of decisions made, based on research of the
identified theme and sector.

Assignment Brief and Guidance:

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Research Theme: Big Data

Research Topic: The impact of the application of Big Data Technologies in operational efficiency
in a range of academic, scientific and economic areas.

“Big data is a term that has become more and more common over the last decade. It was originally
defined as data that is generated in incredibly large volumes, such as internet search queries, data from
weather sensors or information posted on social media. Today big data has also come to represent large
amounts of information generated from multiple sources that cannot be processed in a conventional way
and that cannot be processed by humans without some form of computational intervention. Big data can
be stored in several ways: Structured, whereby the data is organized into some form of relational format,
unstructured, where data is held as raw, unorganized data prior to turning into a structured form, or semi-
structured where the data will have some key definitions or structural form but is still held in a format that
does not conform to standard data storage models. Many systems and organizations now generate massive
quantities of big data daily, with some of this data being made publicly available to other systems for
analysis and processing. The generation of such large amounts of data has necessitated the development
of machine learning systems that can sift through the data to rapidly identify patterns, to answer questions
or to solve problems. As these new systems continue to be developed and refined, a new discipline of data
science analytics has evolved to help design, build, and test these new machine learning and artificial
intelligence systems. Utilizing Big Data requires a range of knowledge and skills across a broad spectrum
of areas and consequently opens opportunities to organizations that were not previously accessible. The
ability to store and process large quantities of data from multiple sources has meant that organizations and
businesses are able to get a larger overall picture of the pattern of global trends in the data to allow them
to make more accurate and up to date decisions. Such data can be used to identify potential business risks
earlier and to make sure that costs are minimized without compromising on innovation. However, the
rapid application and use of Big Data has raised several concerns. The storage of such large amounts of
data means that security concerns need to be addressed in case the data is compromised or altered in such
a way to make the interpretation erroneous. In addition, the ethical issues of the storage of personal data
from multiple sources have yet to be addressed, as well as any sustainability concerns in the energy
requirements of large data warehouses and lakes”. (Pearson, 2023)

Assignment Scenario

You are expected to carry out a small-scale research project in order to explore the “impact of the

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application of Big Data Technologies in operational efficiency in a range of academic, scientific and
economic areas” from the standpoint of a computing professional or a data scientist. The research that
you carry out can be based on an organization / organization, a field, a case study, a scenario, etc. that you
have access to gather sufficient information to investigate the applications, benefits and limitations of Big
Data technologies.

The findings of the research should be presented in a professionally compiled report and the report should
cover the given tasks including,

 A comprehensive project plan - including a work, time and resource allocation/ breakdown using
appropriate tools. A business area analysis Including the features and operational areas of the
business and the role of stakeholders and their impact on the success of the business.
 A research paper - including application and evaluation of quantitative and qualitative research
methods to generate relevant primary data and examination of secondary sources to collect
relevant secondary data and information.
 An Action plan – including recommendations and evaluation of project outcomes comparing the
decisions given in the project plan.

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TASK – 01 and 02: Project Management Plan
Task 1
1.1. Select an organization/ organization, a field, a case study or a scenario of your choice that allows
you to explore and study the relevant data of the application of big data technologies. Plan a small-
scale research project on the impact of the application of big data technologies in operational
efficiency.
Provide an introduction and background to your project and the chosen organization / field or the
scenario. Define the scope and devise aims /objectives of the project that you are going to carry out.
You also should include risks and benefits of exploring the impact of big data technologies of the
chosen organization/s or the field.

1.2. Produce a comprehensive project plan including the following.

 Cost, scope, time, quality, communication, risk, and resources management plan.
 Comprehensive Work Breakdown Structure (WBS) with clearly defined activities and
milestones.
 Gantt chart to illustrate project schedule with realistic time allocated for each activity and clearly
defined deadlines for milestones.

TASK – 02
Discuss the features and operational areas of the chosen organization/s , the role and the impact of
stakeholders for the success of the business. You also need analyses the challenges the organization/s may
face in achieving the success and meeting business objectives by applying big data technologies to
achieve operational efficiency.

TASK – 03: Research Report

Carry out the research to investigate the “impact of the application of big data technologies in operational
efficiency” and generate relevant primary data by applying appropriate qualitative and quantitative
research methods. You need to examine secondary sources to collect relevant secondary data and

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information to support the research. You then need to analyze the data and information and interpret the
findings to generate knowledge on how the application of big data technologies supports business
requirements in the identified organization/s .

TASK – 04: Action Plan

4.1 Communicate appropriate project recommendations derived from the research data analyzed
for technical and non-technical audiences and assess the extent to which the project
recommendations meet the needs of the chosen organization/s.
4.2 Discuss the reliability, accuracy, and the appropriateness of the research methods applied
while arguing and evaluating the planning recommendations made in the project plan
comparing them to the actual outcomes and the need of the chosen organization/s.

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Grading Criteria Achieved Feedback

LO1 Conduct small-scale research, information

gathering and data collection to generate
knowledge on an identified subject
P1 Demonstrate qualitative and quantitative
research methods to generate relevant primary
data for an identified theme.
P2 Examine secondary sources to collect relevant
secondary data and information for an identified
theme.
M1 Analyze data and information from primary
and secondary sources to generate knowledge on
an identified theme.
D1 Interpret findings to generate knowledge on
how the research theme supports business
requirements in the identified sector.
LO2 Explore the features and business
requirements of organizations in an identified
sector
P3 Discuss the features and operational areas of a
businesses in an identified sector.
P4 Discuss the role of stakeholders and their
impact on the success of a business
M2 Analyze the challenges to the success of a
business in an identified sector
LO3 Produce project plans based on research of
the chosen theme for an identified organization

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P5 Devise comprehensive project plans for a
chosen scenario, including a work and resource
allocation breakdown using appropriate tools.
M3 Produce comprehensive project plans that
effectively consider aims, objectives and
risks/benefits for an identified organization.
LO4 Present your project recommendations and
justifications of decisions made, based on
research of the identified theme and sector
P6 Communicate appropriate project .
recommendations for technical and non-technical
audiences.
P7 Present arguments for the planning decisions
made when developing the project plans.
P8 Discuss accuracy and reliability of the different
research methods applied.

M4 Assess the extent to which the project

recommendations meet the needs of the
identified organization, including fully supported
rationales for planning decisions made.
LO3 & LO4
D2 Evaluate the project planning
recommendations made in relation to the needs
of the identified organization and the accuracy
and reliability of the research carried out.

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Table of Contents
LO1 Conduct small-scale research, information gathering and data collection to generate
knowledge on an identified subject.................................................................................................3

1.1 Primary data...........................................................................................................................4

1.1.1 Advantage and disadvantage of using Primary Data......................................................5

1.1.2 Quantitative Research.....................................................................................................6

1.1.3 Qualitative Research.......................................................................................................8

1.1.4 Methodology of gathering primary data.........................................................................9

1.2 Secondary Data....................................................................................................................12

1.2.1 Advantage and disadvantage of using secondary data..................................................13

Advantage..............................................................................................................................13

Disadvantage..........................................................................................................................13

1.2.2 Methodology gathering secondary data........................................................................13

1.3 Research Ethics....................................................................................................................16

1.3.1 Informed consent..........................................................................................................17

1.3.2 Deception......................................................................................................................18

1.3.3 Right to withdraw.........................................................................................................19

1.3.4 Privacy and Confidentiality..........................................................................................19

1.3.5 Safety and Risk.............................................................................................................20

1.4 Introduction to sampling......................................................................................................22

1.4.1 Definition of population...............................................................................................22

1.4.2 Sample Size..................................................................................................................23

1.4.3 Probability sampling.....................................................................................................23

1.4.4 Non-Probability Sampling............................................................................................26

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 1.5 Primary Research methodologies chosen to generate relevant information........................30

1.5.1 Questionnaire................................................................................................................30

1.5.2 Questionaries results and interpretation to the business model, do you know the
concept of online banking......................................................................................................32

1.5.3 Interview.......................................................................................................................38

1.5.4 Interpterion of the interview.........................................................................................40

1.6 Interpretation of secondary research to generate information on the topic.........................41

LO2 Explore the features and business requirements of organizations in an identified sector.....43

2.1 Feature of a business............................................................................................................43

2.2 Operational areas of a business............................................................................................44

2.3 Dialog Lanka Business type and ownership........................................................................48

2.4.1 Main Types of stakeholders..........................................................................................50

2.4.2 Impact of stakeholders on an organization success......................................................52

2.5 Potential challenges to success Dialog Lanka and its associate solution............................55

LO3 Produce project plans based on research of the chosen theme for an identified organization.
.......................................................................................................................................................57

3.1 Project charter......................................................................................................................57

3.2 Project chart for Dialog Lanka............................................................................................58

3.3 Project planning on smart phone trade in program for Dialog Lanka.................................59

3.3.1 Table of Contents..........................................................................................................59

3.3.2Budgeting.......................................................................................................................63

3.3.3 Benefit and Risk on implementation of the project......................................................65

3.3.4 Marketing procedure.....................................................................................................67

3.3.5 Improvement Recommendation....................................................................................68

3.3.6 Trade In program Guidance..........................................................................................71

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 3.3.7 Conclusion....................................................................................................................75

3.4 Countinous Improvement....................................................................................................76

3.5 Monitoring and Evolution....................................................................................................78

L04 Present Your Project Recommendation and Justification of Decision made, based on
Research Of identified them and sector.........................................................................................79

4.1 Analyzing appropriate Project Recommendation for Technical and non-technical audience
...................................................................................................................................................79

4.1.1 Conveying operational and Strategic information........................................................80

4.1.2 Technical terminology and level of details...................................................................80

4.1.3 Methods and medium of delivering information..........................................................81

4.1.4 Influence of project research and intended Audience...................................................82

4.2 Factors considering during decision making when development the project plane............83

4.3 Discussing the accuracy and reliability of the Implementation different Research methods for
the project planning process..........................................................................................................85

4.4 Assessing the Project recommendation that achieves the needs of dialog Lanka...........88

4.5 Evaluating the project Planning recommendation made in relation to the needs of Dialog
Lanka and the accuracy and reliability of the research carried out...........................................90

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Table Of Figure
Figure I Dialog Logo.......................................................................................................................6
Figure II Primary Data.....................................................................................................................7
Figure III Survey............................................................................................................................10
Figure IV correlational research....................................................................................................10
Figure V Experimental Research...................................................................................................11
Figure VI Secondary data..............................................................................................................15
Figure VII Population sample........................................................................................................25
Figure VIII Non Probability Sampling.........................................................................................30
Figure IX Google Form1...............................................................................................................33
Figure X Google Form 2................................................................................................................34
Figure XI Google form 3...............................................................................................................34
Figure XII Questionary Analysis...................................................................................................35
Figure XIII Question Analysis.......................................................................................................36
Figure XIV Questionnaire Analysis...............................................................................................37
Figure XV Questionnaire Analysis................................................................................................38
Figure XVI Questionnaire Analysis...............................................................................................39
Figure XVII Questionnaire analysis..............................................................................................40
Figure XVIII :- Empirical developments of digitalization, economic growth, and environmental
impact for selected countries.........................................................................................................45
Figure XIX Types of stakeholders.................................................................................................55
Figure XX Dialog..........................................................................................................................62
Figure XXI WBS...........................................................................................................................64
Figure XXII Gant chart for the implementation of the project......................................................64
Figure XXIII Gantt Chart..............................................................................................................65
Figure XXIV Gantt Chart..............................................................................................................65

Table 1 Advantage and disadvantage of primary data...................................................................10

Table 2 Advantage and Disadvantage of secondary data...............................................................18
Table 3 Project chart......................................................................................................................63

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Table 4 benefits and risk implementation of Project for Dialog Sri Lanka...................................71

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LO1 Conduct small-scale research, information gathering and data collection to generate
knowledge on an identified subject.

Introduction to the chosen business

One of Sri Lanka's top telecom service providers, Dialog Axiata PLC, is known for offering
cutting-edge, superior services to a vast client base all throughout the nation. Dialog Axiata has
led Sri Lanka's technical improvements since its founding in 1993. It introduced 4G services in
2013 and will begin 5G testing in 2020. The company's standing as a global leader in the telecom
sector is a result of its dedication to innovation and client satisfaction. Customer satisfaction with
Dialog Axiata's 4G and 5G network services is investigated in this study. The study attempts to
acquire primary data using qualitative and quantitative research methodologies to understand
consumers' experiences and identify significant elements that impact their happiness. Through an
examination of several facets, including network efficiency, client support, and general
contentment, this study aims to provide significant perspectives to Dialog Axiata in its ongoing
efforts to enhance and optimize its services.

Figure I Dialog Logo

Source: (logowine, Dialog Sri Lanka logo)

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Overall, futurate's involvement in this study demonstrates its dedication to satisfying customer
needs and upholding its position as a market leader in Sri Lankan telecommunications. In
addition, futurate focuses on delivering seamless connectivity. Dialog Axiata keeps investing in
network coverage expansion and the creation of new products to satisfy the changing demands of
its wide range of clients.

Source: - (Dialog, n.d.)

1.1 Primary data

Primary data are those that are gathered directly from the source by the researcher with a
particular goal in mind. It is unique data that hasn't been gathered or examined by anybody else
before. Typically, surveys, interviews, experiments, direct observation, and other data gathering
techniques are used to get primary data.

The precision and applicability of primary data to the issue or research topic at hand is one of its
main benefits. Primary data may be specifically adjusted to fulfill specific study aims and can
offer insights that are immediately applicable to the research setting since it is directly obtained
by the researcher.

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Figure II Primary Data

Source: (Bartsiokas & Smith, Unit 7: Choosing a research methodology)

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1.1.1 Advantage and disadvantage of using Primary Data

Advantage Disadvantage
The goals of the study can be met by altering Subjectivity and bias may rise when a
the primary data. Researchers are allowed to researcher is present during the initial data
design tools and techniques for direct data collection process. The researcher's
collection that yield the required information. interactions and influence on the participants
This ensures that the data collected is very may have an impact on their responses. The
pertinent to the investigation and provides researcher's presence may have an impact on
accurate insights into the topic of the study. participants' answers, or they may be changed
to conform to social desirability.

Since primary data is collected directly from Primary data collection can be costly and
sources, it offers a higher degree of accuracy time-consuming. For data collection,
and reliability than secondary data. Direct researchers must deploy resources such as
control over the data collecting process allows staff, equipment, and materials. Costs may
researchers to make sure that the least number include data collecting equipment and training
of errors or misinterpretations conceivable to utilize it, travel fees, survey development,
occur and that the material is acquired in line and data input or analysis. Furthermore,
with their study goals. gathering primary data frequently requires
careful planning and organization, which can
be time-consuming.
Table 1 Advantage and disadvantage of primary data

(Source: Author’s work)

Reason for selection

The decision to concentrate on Dialog Axiata PLC for this study of customer satisfaction with
4G and 5G network services was made for a number of reasons, including the company's strong
customer base, significant growth potential, and its position as one of Sri Lanka's top telecom
providers at the forefront of the country's digital transformation.

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1.1.2 Quantitative Research

Gathering and evaluating numerical data is part of the process of doing quantitative research. It
may be applied to evaluate causal linkages, identify trends and averages, formulate forecasts, and
extrapolate findings to larger groups.

Its main goal is to provide numerical data that can be statistically analyzed to find trends,
correlations, and patterns. In order to obtain unbiased data, this study technique involves
measuring variables and applying statistical tools.

Using quantifiable data, quantitative research uses verifiable and objective proof to support its
claims. To lessen subjectivity and researcher bias, statistical analysis and systematic data
gathering techniques are used.

The objective of quantitative research also includes extrapolating results from a sample to a
larger population. Researchers can estimate the likelihood that the discovered correlations or
patterns in the sample accurately reflect the features of the population they are studying with the
use of statistical methods.

Under this documentation, there are three types of quantitative research methodology that will be
discussed in the following page. There are;

 Survey Research
 Correlational Research
 Experimental Research

- Survey Research
Survey research is a quantitative research method used to collect data from a population or
sample through the administration of structured questionnaires or surveys. This method is widely
employed in various fields, including social sciences, market research, public health, and

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business, to gather information about attitudes, opinions, behaviors, and characteristics of
individuals or groups.

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Figure III Survey

- Correlational Research
A quantitative research technique called correlational analysis is used to look at the link between
two or more variables. Correlational research tries to determine and quantify the degree of
connection or correlation between variables without modifying them, in contrast to experimental
research, which tries to demonstrate cause-and-effect correlations.

Figure IV correlational research

Source - Analyticssteps.com, 2024,

- Experimental research
In experimental research, a quantitative research method, one variable (the independent variable)
is systematically changed and its effects on another variable (the dependent variable) are
observed while controlling for unrelated factors. This allows researchers to establish cause-and-
effect relationships between variables.

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Figure V Experimental Research

Source - Marketing91.com, 2024

1.1.3 Qualitative Research

Qualitative research is gathering and evaluating non-numerical data (text, audio, or video) in
order to comprehend ideas, viewpoints, or experiences. It may be applied to provide fresh
research ideas or obtain an in-depth understanding of an issue. (Bhandari, Qualitative Research:
An Introduction with Examples and Methods, 2023)

Qualitative research is an approach to study that emphasizes the subjective experiences,

meanings, and viewpoints of individuals or groups while delving deeply into the investigation
and understanding of events. Its objective is to gather comprehensive, rich, and culturally
integrated data in order to gain an understanding of organizational, psychological, social, and
cultural phenomena.

Case studies are one approach that may be employed in qualitative research.
A case study is a sort of research in which a particular person, group, organization, or event is

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thoroughly examined and analyzed. They conduct in-depth, naturalistic investigations to create a
comprehensive and thorough grasp of the subject they are studying. Data from a variety of
sources, including observations, papers, interviews, and historical records, are commonly used in
case studies.

Drawback of using Qualitive Research over quantitative Research

The most frequent criticism directed towards qualitative research is its limited capacity for
generalization. Because qualitative research sometimes concentrates on particular situations or
groups and employs small sample sizes, it can be challenging to generalize the findings to a
wider population.

Qualitative research may be expensive and time-consuming. In qualitative research, acquiring

data usually involves conducting focus groups, observations, or interviews—all of which require
a substantial investment of time and energy. The process of transcribing and analyzing
qualitative data can be laborious due to the large volumes of data that need to be read,
categorized, and understood. Researchers need to commit the necessary time, money, and
expertise to guarantee the rigor and quality of their work. Moreover, using human subjects in
qualitative research could need extra time to build rapport, trust, and get access to study settings.

According to qualitative research, researchers bring their own biases, viewpoints, and
interpretations to the study process. Subjectivity of researchers can impact many stages, such as
the development of research questions, data collecting, analysis, and interpretation of findings.

1.1.4 Methodology of gathering primary data

Primary data may be collected using a variety of techniques; however the following are the most
used ones:

 Questionnaires
 Interview
 Observation
Questionnaires

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A questionnaire is a type of research instrument that consists of a series of standardized questions
meant to collect information from individuals or groups. It is a well-known approach for
gathering massive amounts of data in a systematic and effective manner. Questionnaires can be
conducted in a variety of ways, including paper-based surveys and online surveys.

Both open-ended and closed-ended questions can be included in a questionnaire.

When presented with open-ended questions, respondents can respond with their own ideas and
explanations. Respondents are able to elaborate on their thoughts, ideas, and experiences while
also gathering qualitative data using these kinds of inquiries. Although they can produce intricate
insights and analyses, open-ended questions need more work to investigate.

Respondents choose the best response from a list of predetermined options provided by closed-
ended questions. These questions, which may include multiple-choice, rating scale, or Likert
scale questions, are used to gather quantitative data. Closed-ended questions facilitate respondent
comparisons and facilitate data processing.

Questionnaires are often a more economical method of gathering data than other methods like
observations or interviews since they need fewer resources and may be distributed to a large
number of respondents simultaneously.

(Source - Saul & Mcleod, 2024)

Interview

Through direct contact between the researcher and participants, interviews function as a
qualitative research approach that facilitates in-depth study and comprehension of certain themes
or research issues. These exchanges can occur in various formats, such as unstructured, semi-
structured, or structured interviews, each with varying degrees of supervision and freedom.
Sampling approaches are used per the participants' selection criteria, which consider their
relevance to the study issue. An interview protocol, which outlines topics, questions, and
prompts to facilitate talks while providing opportunities for spontaneity and the investigation of
emergent themes, is developed by researchers before conducting interviews.

Source – Author s work

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As soon as a rapport is created, individuals are urged to speak candidly and freely about their
viewpoints. To lead fruitful discussions, researchers use communication techniques like active
listening. In order to protect participant privacy and get informed permission, the data gathering
procedure may comprise taking notes, recording audio, or filming. After that, patterns, themes,
and insights pertinent to the study goals are found by transcribing the data and applying
qualitative analytic methodologies to it.

Observation

Observation is a systematic process of observing and documenting events, actions, or phenomena

as they naturally occur in order to collect primary data. This approach works especially well for
comprehending social interactions, processes, and behaviors that are difficult to capture in
surveys or interviews. Clearly stating the study objectives is the first step in determining what
needs to be observed and what kind of data is needed. Next, researchers can select between two
styles of observation: non-participant observation, in which the observer stays detached, and
participant observation, in which the observer fully immerses themselves in the environment.
Creating a thorough observation plan that includes the subject, variables, time range, location,
and recording techniques is essential.

Pilot observation helps to improve this plan. In order to prevent influencing the participants'
behavior during the actual observation, researchers must stay discrete and precisely collect data
using techniques like checklists, audio-visual aids, and note-taking. Ensuring informed
permission, confidentiality, and non-intrusiveness are crucial ethical factors. The researcher
arranges and examines the data once it has been collected in order to spot trends and come up
with relevant findings. The results are then presented in a comprehensive paper that covers the
methodology, outcomes, and implications of the observational context. The Hawthorne effect and
observer bias are two obstacles that must be overcome, but with good preparation and use, the
observation technique may produce rich, informative data.

Source – Cycle,2023

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1.2 Secondary Data

Any dataset gathered by someone other than the one utilizing it is referred to as secondary data,
often known as second-party data. Secondary sources of data are quite helpful. They make it
possible for academics and data analysts to create sizable, excellent databases that support the
resolution of commercial issues. Analysts can improve the caliber and precision of their insights
by adding supplementary data to their datasets. (What is secondary data? by Hillier et al.
[Sources, benefits, and examples] (2022)

Secondary data is data that has already been acquired by someone else for a different reason and
is being used by researchers in their own investigations. It is data that is gained from sources
other than the researcher, such as prior research projects, government reports, organizational
records, surveys, databases, or published literature. Secondary data is analyzed and interpreted
by researchers to answer research questions or obtain insights into a certain problem.

Figure VI Secondary data

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Researchers should use prudence, understand the limitations of the data, and make sure the data
is acceptable and pertinent to their objectives while using secondary data. By critically analyzing
and efficiently processing secondary data, researchers might generate new hypotheses, confirm
current findings, or investigate different research vantage points.

Source - Authors Work

1.2.1 Advantage and disadvantage of using secondary data

Advantage Disadvantage
Secondary data can be historical, allowing Secondary data may lack particular
researchers to examine trends, changes, or information about the environment in which it
patterns across time. Researchers can obtain was acquired. This might limit the
insights into the evolution of phenomena and researcher's knowledge of the data and cause
discover long-term impacts by evaluating data critical contextual aspects to be overlooked,
collected at different time points. potentially influencing the interpretation of
the findings. Researchers should analyze the
larger context around the data and exercise
caution when drawing conclusions.
Primary data collection can be a time- Secondary data quality and dependability can
consuming and costly procedure. Researchers vary. Researchers must critically review data
can save a lot of time and money by using sources and determine the quality, accuracy,
existing secondary data. They have access to and usefulness of the data to their study aims.
data that has already been collected, cleansed, Biases in the original data gathering
and processed, which allows them to procedure, data inaccuracies, or discrepancies
concentrate on data analysis and are all potential difficulties.
interpretation.
Table 2 Advantage and Disadvantage of secondary data

(Source: Author’s Work)

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1.2.2 Methodology gathering secondary data

There are many methods in which Secondary data can be gathered but the most common uses
are;

 Published research papers

 Government reports
 Media sources such as journals, newspapers and magazines

Research Papper

Comprehensive summaries and analyses of earlier primary research studies centered on a certain
subject or research issue are provided by secondary research publications. It involves gathering,
analyzing, and synthesizing data from previously published studies, reports, and many other data
sources. It is also known as a literature review or a systematic review. The principal aim of
secondary research papers is to assemble and arrange the current corpus of information
concerning a certain topic or research question. Through a thorough examination and analysis of
several primary research articles, scholars may identify recurrent themes, emerging trends, and
areas that require further in-depth research. This process helps to determine the current state of
knowledge on the topic. Additionally, by combining data from several studies, secondary
research papers might identify trends, consistency, or differences in conclusions from several
studies. This approach gives researchers a better understanding of the topic and makes it easier to
identify areas that need more investigation. In the end, policymakers and other stakeholders can
greatly benefit from secondary research papers as they help them make well-informed, fact-
based judgments. Through the synthesis of extant knowledge and the emphasis on its practical
application, these papers enable decision-makers in many fields, such as healthcare and policy
creation, to implement policies and programs that are firmly based on sound research.

Source – Muse,2024

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Government Reports

A government report is an official document that offers comprehensive data, analysis, and
suggestions on a specific topic of public interest. It is created by a government agency or
department. Numerous topics are covered in these studies, such as social policies, environmental
challenges, public health concerns, economic trends, and more. Experts from the relevant
government departments or agencies usually perform in-depth research, gather data, and analyze
it for inclusion in official reports. They frequently contain conclusions drawn from primary
research investigations, polls, statistical information, and stakeholder discussions.

Government reports have several functions, such as providing information to decision-makers,

directing decision-making procedures, assessing the success of government initiatives, and
teaching the general public about significant concerns. Because they follow professional
standards, use empirical data, and follow a rigorous process, they are regarded as reliable sources
of information.

Annual economic reports, environmental impact assessments, public health surveys, crime
statistics reports, and policy evaluations are a few types of government reports. In order to ensure
accountability and openness in governance, these reports are often made available to the general
public via government websites, libraries, and other information repositories.

Source – govned, n.d

Media source

Any platform or outlet that provides the general public with news, information, or entertainment
is considered a media source. This can encompass digital media platforms like websites, blogs,
social media, podcasts, and streaming services, as well as more conventional media like
newspapers, television, radio, and magazines. Public opinion is shaped by media sources, which
also have a significant impact on social discourse and give individuals access to knowledge on
current affairs, politics, culture, and other relevant subjects.

Because of this, in today's information ecosystem, media literacy and critical thinking abilities
are crucial for consumers to assess the legitimacy and dependability of various media sources.

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1.3 Research Ethics

“Ethical considerations in research are a set of principles that guide your research designs and
practices. Scientists and researchers must always adhere to a certain code of conduct when
collecting data from people.” (Bhandari, Ethical considerations in research: Types &
examples 2022)

These principles are intended to safeguard participants' safety, well-being, and rights while also
promoting the integrity and legitimacy of scientific research.

These concepts and recommendations are not all-inclusive and may differ between disciplines
and countries. Research institutions frequently have their own policies and processes in place to
ensure ethical behavior. To maintain the highest ethical standards, researchers must become
familiar with the applicable regulations and seek help when conducting studies.

There are multiple ethical guideline factors that a researcher must adhere to when conducting
research on participants. Some of the factors that will be discussed in this documentation are;

 Informed consent
 Deception
 Right to withdraw
 Privacy and Confidentiality
 Safety and risk

(Source - Authors Work)

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1.3.1 Informed consent

A key ethical guideline in research is informed consent, which guarantees that subjects are fully
informed about the nature of their engagement before consenting to participate. This strategy
entails giving prospective volunteers thorough information about the goals, methods, possible
dangers, advantages, and their rights as research participants. Researchers need to make sure that
this data is provided in an understandable and thorough manner so that people may decide for
themselves whether or not to participate. A description of the study's objectives, the participants'
engagement in it, its duration, and any procedures or interventions that will be used are all often
included in the informed consent process. It is necessary to specify potential dangers and
advantages in detail, as well as the ways in which data will be gathered, used, and safeguarded to
maintain confidentiality and privacy. It is important to apprise participants of their entitlement to
resign from the research at any point without incurring any penalties or forfeiting advantages.

Informed consent must be given willingly, free from compulsion or undue influence, in order for
it to be morally acceptable. This procedure is especially crucial when working with vulnerable
groups, such as children, the elderly, or those who have cognitive disabilities, since extra
precautions can be required. Legal guardians or representatives may need to provide their
permission in specific situations.

By securing informed consent, researchers respect the autonomy and rights of participants,
fostering trust and ethical integrity in the research process. This principle not only protects
participants but also enhances the credibility and reliability of the research findings by ensuring
that participants are willingly and knowingly contributing to the study.

(Source – postgard,2024)

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1.3.2 Deception

In research, deception occurs when participants are purposefully misled or denied knowledge
about the genuine nature or goal of the study. In social and behavioral research, lying can
occasionally be justified even if it is typically seen as immoral if it is required to provide reliable
data and no other options are available. For example, disclosing the real purpose of a research
might sway participants' decisions, which would jeopardize the accuracy of the information
gathered. Several ethical precautions must be taken to protect participants when deception is
used. First, the deception must be justified by the study's prospective usefulness, which means
that any dangers to participants should be much outweighed by the anticipated benefits of the
research. Additionally, researchers must make sure that the deception doesn't result in injury or
severe suffering.

Furthermore, even if the study's specifics might not be disclosed until after data collecting is
finished, informed permission is still necessary. "Debriefing" is a crucial procedure in these
situations. Participants are fully told about the nature of the deception, the justifications for its
need, and the genuine objectives of the study during the debriefing. In order to mitigate any
potential harmful consequences of the deceit, this procedure need to take place as quickly as
feasible following involvement.

Ethics committees or institutional review boards (IRBs) are essential in examining and approving
research that involves deceit. They guarantee that the rights and welfare of participants are
upheld throughout the study process and that the use of deceit is morally justifiable.

Ultimately, even while lying may be a helpful technique in some research situations, it must be
employed carefully and with restraint in order to guarantee that the advantages of the study
exceed any possible risks to participants.

Source – Newway.2023

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1.3.3 Right to withdraw
A fundamental component of ethical research is the freedom to withdraw from a study, which
guarantees that participants can leave the study at any moment without suffering any negative
repercussions. This idea is crucial to preserving participants' individuality and guaranteeing that
their participation is truly voluntary. Participants must be fully informed of this right by
researchers at the time of informed consent and for the length of the study. It is important for
participants to know that they have the right to withdraw from the research at any time, without
giving a reason. This right extends during data collection, analysis, and, depending on the
circumstances, even after the study has ended. In order to protect this privilege, researchers need
to make it very apparent, reassure participants that their withdrawal won't have any unfavorable
effects, and offer assistance as they go through the procedure. In addition, any information
gathered from participants who opt out should be managed with consideration for their privacy
and choices; this might involve either anonymizing or removing the information from the
research. Maintaining the opportunity to withdraw enhances the study's overall integrity and
credibility by adhering to ethical norms and fostering trust between researchers and participants.
This procedure guarantees that participants maintain autonomy over their participation and are
able to put their health first during the whole study process.

Source – Anon,2022

1.3.4 Privacy and Confidentiality

Privacy and confidentiality are paramount considerations in research ethics; they safeguard the
rights and welfare of participants and ensure the integrity of the research process. Privacy refers
to the protection of an individual's personal information, while confidentiality involves the
obligation to safeguard this information from unauthorized access or disclosure.

In research, maintaining privacy involves respecting participants' autonomy and ensuring that
their personal information is kept secure. This includes collecting only the data necessary for the
research and using it solely for the intended purposes. Researchers must also take steps to
minimize the intrusion into participants' private lives and ensure that data collection methods are
conducted in a manner that respects their dignity and autonomy.

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Confidentiality, on the other hand, entails safeguarding the information provided by participants
from unauthorized access or disclosure. Researchers must take measures to protect participants'
confidentiality throughout the research process, including during data collection, storage,
analysis, and dissemination of results. This may involve using anonymization or de-identification
techniques to remove identifying information from data sets and ensuring that access to sensitive
data is restricted only to authorized personnel.

To uphold privacy and confidentiality, researchers must clearly communicate their data
management practices to participants during the informed consent process. Participants should be
informed about how their data will be collected, stored, and used, as well as any measures taken
to protect their privacy and confidentiality. Researchers must also adhere to legal and ethical
standards related to privacy and confidentiality, including obtaining necessary permissions and
adhering to data protection regulations.

Overall, ensuring privacy and confidentiality in research is essential for maintaining trust
between researchers and participants, protecting individuals' rights and welfare, and upholding
the integrity of the research process. By implementing appropriate measures and practices,
researchers can minimize the risks associated with data collection and use, thereby promoting
ethical research conduct.

Source – Anon,2022

1.3.5 Safety and Risk

Safety and risk management are critical considerations in research, especially when human
participants are involved. Researchers have a responsibility to ensure the physical and
psychological well-being of participants throughout the research process. This involves
identifying and mitigating potential risks associated with the study and implementing measures
to safeguard participants' safety. Researchers must assess any potential physical risks associated
with the study procedures and take steps to minimize or eliminate them. This may involve
ensuring that research environments are safe and free from hazards, providing appropriate
supervision and support during data collection activities, and implementing emergency protocols
in case of accidents or emergencies.

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Another crucial consideration is the psychological safety of participants. Research can
sometimes involve sensitive topics or procedures that may cause distress or discomfort.
Researchers must be mindful of the potential psychological impact of the study on participants
and take steps to minimize harm. This may include providing adequate support and debriefing to
participants, offering access to counseling services if needed, and ensuring that participation is
voluntary and informed.

In addition to safeguarding participants, researchers must also consider the safety and well-being
of research personnel involved in the study. This includes providing training and resources to
ensure that staff are equipped to carry out their roles safely and effectively and implementing
protocols to address any potential risks or hazards they may encounter. This may include
conducting risk assessments at various stages of the research process, developing risk
management plans to address identified risks, and regularly monitoring and reviewing safety
protocols to ensure their effectiveness.

Overall, safety and risk management are integral components of ethical research conduct,
ensuring that participants, research personnel, and the broader community are protected from
harm. By prioritizing safety and implementing appropriate risk management measures,
researchers can conduct studies responsibly and ethically, maintaining the integrity and
credibility of their research findings.

Source – Gavin & Halse,2022

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1.4 Introduction to sampling

It is rarely feasible to get information from every member of a group of individuals you are
studying. Rather, you pick a sample. The people who will genuinely take part in the research are
the sample. (Mcleod, Ethics in Psychology Research Explanation, 2023)

Sampling in research refers to the process of choosing a subset of people, objects, or units from
a broader population in order to study and draw conclusions about that group. Put another way, it
involves choosing a representative sample of people or things from a larger group in order to
gather information and draw conclusions about the entire population.

Sampling is crucial to research because it enables investigators to investigate a more manageable

and economical subset of the population. By using appropriate sampling techniques and
choosing a sample that is typical of the population, researchers may make relevant inferences
and conclusions about the group they are researching.

1.4.1 Definition of population

The population is the entire set of people, objects, or units that the researchers want to study. It
could be a specific set of individuals, objects, occasions, or any other identified target population
pertinent to the study question.

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Figure VII Population sample

Source: (ProgramsBuzz, Population and sample)

Source – Authors Work

1.4.2 Sample Size

The number of observations needed to calculate the estimations for a certain population is known
as the sample size. The population has been used to determine the sample size. (Admin,
Definition, Calculations, and Examples of Sample Size, 2022).

Sample size in a research study refers to the total number of subjects or components selected
from a larger population to be included in a sample. Because it directly affects the validity,
reliability, and generalizability of the study findings, it is an important element to take into
account while sampling.

1.4.3 Probability sampling

Every member of the population has a known, non-zero chance of being selected for the sample
in probability sampling, a research sampling approach. By using this technique, researchers may
extrapolate results from a sample to a larger population and make statistical inferences.

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Source: (Trivedi, Probability sampling in research - types - examples 2024)

As was previously said, there are several approaches that may be used for probability sampling.
The page that follows will provide further information about this.
Every member of the population has an equal and independent probability of being selected in a
simple random sample (SRS). Typically, this is done by assigning each member of the population
a unique identity and utilizing a random number generator or random selection technique to
choose the appropriate number of individuals for the sample. To help create a representative
sample, simple random sampling guarantees that each member of the population has an equal
probability of being included in the sample.

Systematic sampling is the process of selecting each nth person from a list or sample frame. A
directory or register, for example, is an ordered list of the population that serves as the sample
frame. Up until the required sample size is attained, people are randomly selected from the list at
regular intervals. The beginning point is picked at random. In situations where the population
exhibits a logical ordering or structure, systematic sampling proves to be a straightforward and
efficacious strategy for producing a representative sample. On the other hand, bias may be
introduced into the sample if the list exhibits any periodicity or pattern.

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Sorting the population into groups or clusters is the process of cluster sampling. Clusters are
often defined by administrative or geographic boundaries, such as those found in neighborhoods,
schools, or hospitals. Every individual or thing inside the selected clusters is included in a
random sampling of the clusters. Cluster sampling works well when it is too expensive or
difficult to sample people directly from the population. In cases where clusters are representative
of the population and show internal homogeneity, it may prove to be more successful and
economical.

The technique of dividing a population into homogeneous, mutually exclusive groups known as
strata is known as stratified sampling. Depending on specific characteristics or traits associated
with the study topic, the strata are created. Next, a random sample—often proportionate to the
demographic representation of each stratum—is taken. By ensuring that every stratum in the
sample is properly represented, this approach makes it possible to estimate and compare
subgroups with greater precision. Stratified sampling works particularly well when known
variations or differences within the population need to be represented in the sample.

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Types Of Probability sampling

1. Simple random sampling:

 Description: There is an equal probability of selection for every member of the

population.
 Process: You may accomplish this by drawing lots or by utilizing random number
generators.
 Advantages: It reduces selection bias and is simple to use.
 Disadvantages: In areas with very big populations, it might not be feasible.

2. Systematic sampling

 Description: A random start is followed by the selection of every nth person in the
population.
 Process: For instance, every tenth individual on a list gets picked if the sample interval is
10.
 Advantage: It is easy to use and guarantees population coverage.
 Disadvantage: If the population list has a concealed pattern, bias may be introduced.
3. Stratified sampling

 Description: Based on particular traits, the population is split into strata (subgroups), and
random samples are taken from each stratum.
 Process: A population may be segmented based on factors like age, gender, or economic
bracket, and samples would be drawn proportionately from each group.
 Advantages: By guaranteeing that each subgroup is fairly represented, it improves
accuracy.
Disadvantages: It can be difficult to administer and necessitates in-depth understanding of the
population structure.

4. Cluster sampling

 Description: A random sample of the population's clusters is chosen after the population
is sorted into clusters, typically based on geography or other natural groupings.
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  Process: To analyze school performance, for example, schools (clusters) may be chosen
at random and all of the kids in those schools would be the subject of the study.
 Advantages: It is feasible and affordable for big, scattered populations.
 Disadvantages: In the event that clusters are not homogenous, sampling error may grow.

Importance of Probability

For quantitative research, probability sampling is crucial because it enables precise population
parameter estimate and hypothesis testing. By guaranteeing that every individual in the
population gets an opportunity to be included, this approach minimizes bias and improves the
study's external validity. By using statistical tools to examine data from probability samples,
researchers may derive conclusions about the total population that are both accurate and
trustworthy.
To summaries, probability sampling is an essential technique in research that guarantees the
reliability and representativeness of the sample. Researchers can reduce bias and draw reliable
conclusions about the population by using strategies including cluster sampling, stratified
sampling, simple random sampling, and systematic sampling.

Source - (John & Dudovskiy, 2019)

1.4.4 Non-Probability Sampling

Using a study sampling approach called non-probability sampling, participants or sample
components are chosen without regard to chance or established probabilities. In contrast to
probability sampling, non-probability sampling techniques do not guarantee that every member
of the population has an equal chance of being selected for the sample. Rather, the researcher's
judgment, convenience, or other specific criteria are used to choose participants.
The following are a few of the non-probability sampling methods that this documentation will
cover:

 Convenience Sampling
 Purposive Sampling

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  Quota Sampling
 Snowball Sampling

Figure VIII Non Probability Sampling

(Source: Trivedi, Non-probability sampling in Research 2024)

Convenience sampling is the process of choosing participants based on their availability and
closeness to the researcher. This approach is sometimes employed when using alternate sample
processes is not feasible due to time, resource, or practical restrictions. Researchers select people
who are in handy locations or are easily approachable, including students in a classroom,
shoppers at a mall, or patients in a nearby clinic. Convenience sampling is quick and simple, but
because the sample might not be representative of the entire population, selection bias may be
introduced. The results of convenience sample research may therefore have limited
generalizability.

The technique of choosing participants based on predetermined traits that match the goals of the
study is known as purposeful sampling. Researchers carefully choose people who possess the

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required qualities or knowledge relevant to the study. This approach is widely used in qualitative
research or when looking at certain demographic segments. For example, a researcher studying
the experiences of cancer survivors may specifically choose participants who have finished their
cancer treatment. Researchers can focus on certain circumstances or people who can offer rich
and comprehensive information by using purposeful sampling. However, bias might result since
the sample composition is influenced by the researcher's viewpoint and selection procedures.

Quota sampling is the process of establishing predetermined goals or quotas for specific
subgroups or strata within the population. To achieve the quota requirements for each group, the
researcher selects volunteers at random. By using quota sampling, one may make sure that the
sample has a proportionate representation of particular characteristics or features. For instance,
quota sampling can be used by the researcher to recruit volunteers until the target quota for each
gender is reached, if the purpose of the study is to include an equal number of men and women.
Control over sample composition is possible using quota sampling, which also ensures that
certain features are represented. It does not, however, guarantee population representation and
may introduce bias if the researcher's opinion affects the selection procedure.

Snowball sampling is the process of selecting a small number of initial volunteers and then
asking them to suggest more participants who meet the study requirements. As the sample size
increases, the procedure is repeated repeatedly, with new participants recommending others.
Snowball sampling is particularly helpful when looking at people who possess a certain quality
or expertise or when the target group is hard to contact. For example, when studying a
stigmatized group of people, like drug users, researchers may first sign up a small number of
participants who then recommend others to them from their social networks. Snowball sampling
can open doors to populations that are hard to reach or concealed. But because individuals
recommended by others could have similar characteristics or life experiences, it could lead to
biases and produce a sample that is less diverse.

Source: - (kate & williams, 2023)

Important of non-probability

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When time, money, or accessibility make probability sampling impractical, non-probability
sampling becomes crucial. It enables academics to carry out exploratory research, collect
comprehensive qualitative data, and investigate novel research topics. Even while the results
might not apply to the whole population, it can nevertheless produce insightful information and
assist develop research ideas.

All things considered; non-probability sampling refers to methods in which not every member of
the population has an equal chance of being chosen. Depending on the study setting, many
methods are utilized, including quota sampling, judgmental or purposive sampling, snowball
sampling, and convenience sampling. In several study situations, non-probability sampling
proves to be a useful and pragmatic method, even with its drawbacks concerning possible bias
and generalizability.

(Source – Authors Work)

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1.5 Primary Research methodologies chosen to generate relevant information
In the case of Dialog Sri Lanka, the primary research methods chosen to be conducted are
interviews and Google Forms questionnaires to generate primary data, both quantitative and
qualitative, on the topic of investigating the impact of digital endpoint devices and ways to
reduce environmental damage. We chose Google Forms for the surveys because it makes it
simple to share the survey link via group conversations at work, which helps us effectively reach
more participants. However, in order to gather a more in-depth understanding and interpretation
of the subject—something that might be difficult to do from questionnaires alone—structured
interviews were carried out. And determine viable remedies to lessen harm to the environment.

1.5.1 Questionnaire

Figure IX Google Form1

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Figure X Google Form 2

Figure XI Google form 3

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1.5.2 Questionaries results and interpretation to the business model, do you know the
concept of online banking

Figure XII Questionary Analysis

Source: Authors Work

The overwhelming "Yes" responses from all Dialog participants indicate that the notion of online
banking is well understood. This may indicate that Dialog staff members are familiar with and
comprehend the concept of internet banking. This indicates that these staff members are aware of
how to utilize digital endpoint devices to access these kinds of services. A high degree of
knowledge among participants may indicate a substantial dependence on digital endpoint devices
(such as computers, tablets, and smartphones) inside the organization, given the strong
relationship between online banking and these devices.

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Have You ever heard about like Work from Home

Figure XIII Question Analysis

Source – Authors Work

The fact that all participants in the Dialog corporation gave a positive response (i.e., "Yes")
suggests that everyone who was polled knew what the term "Work from home" meant. This high
degree of knowledge indicates that the Dialog corporate personnel is familiar with and well-
established with the idea of remote work. Using digital endpoints like laptops, desktop
computers, tablets, and cellphones is linked to "work from home" practices. This is relevant to
the study question because it raises the possibility that people will utilize digital devices more
often outside of conventional workplace settings.

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Figure XIV Questionnaire Analysis

Source – Authors Work

A high degree of confidence and self-assurance in their technological competency is shown by

the fact that a sizable majority of participants regard themselves to be "Most knowledgeable"
when it comes to using technological gadgets. The individuals who self-report as "Most
knowledgeable" are probably well-versed in digital activities and technology. This may have an
impact on the company's overall technology skills as well as its digital activities. Strong self-
perceived expertise and the adoption of digital practices may be related. Employee acceptance of
digital solutions and endpoint devices is higher in companies if employees have faith in their
technological prowess. The strong self-perceived knowledge of technological device usage in the
context of the research issue may have consequences for the environmental effect of such
equipment. Users with a high level of expertise may be more conscious of environmentally
friendly procedures and innovations, which might impact the company's attempts to be
environmentally sustainable.

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In the context of Sri Lanka, how is the development of the technological infrastructure for
the use of high-end devices?

Figure XV Questionnaire Analysis

The aggregate responses of "Needs Improvement" and "Poor" indicate that a large majority of
the participants believe Sri Lanka's technological infrastructure for the usage of high end gadgets
is deficient or inadequate. This view has implications for a variety of issues, including the
adoption of sophisticated technologies, the efficiency of digital services, and the possible
environmental impact of technology. The quality of technological infrastructure is directly
related to the environmental impact of digital practices. Inadequate infrastructure may lead to
inefficiencies, increased energy consumption, and potential environmental harm associated with
the use and disposal of electronic devices.

(Source – Author Work)

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Do you know the concept of the Reduce, Re-use, Recycle?

Figure XVI Questionnaire Analysis

The 70% positive response suggests that everyone in the group is aware of the 3R idea. This
implies that the employees of Dialog Company have a high degree of environmental concern.
Employee familiarity with the 3R idea is consistent with the research subject as it shows that
they are aware of basic concepts that can help minimize environmental harm. The 3R guidelines
are essential for controlling electronic waste and reducing the harm that disposing of devices
causes to the environment.

(Source – Authors work)

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Do you Apply this concept on unusable technological device?

Figure XVII Questionnaire analysis

(Source – Authors Work)

The fact that 66.7% of participants responded affirmatively suggests a moderate application of
the 3R principles to usable technological devices within the Dialog company. This indicates that
a substantial portion of the workforce is proactive in applying environmentally friendly practices
to disposing of or managing electronic waste. It is critical to apply the 3R approach to unusable
technical gadgets to reduce the environmental impact of electronic waste. Reusing or recycling
electronics can help reduce the amount of e-waste in landfills, leading to a more environmentally
friendly attitude toward technology use.

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1.5.3 Interview

Author: Hello, Kasun. I appreciate you giving your knowledge on this crucial subject. Could
you first give a quick overview of your position at Dialog and your engagement with
environmental or digital endpoint device management initiatives?

Kasun: Of course, I'm employed with Dialog as a Senior IT Analyst. The major responsibility of
my job is to manage the IT infrastructure, which includes supervising the acquisition, upkeep,
and ethical disposal of digital endpoint devices. In addition, I actively participate with my team
in our environmental projects, especially those that have to do with managing e-waste.

Author: How, in your perspective, have digital endpoints like tablets, laptops, and smartphones
affected Dialog's daily operations and customer service?

Kasun: Digital endpoints have completely changed how we do business and provide customer
service. They help us deliver services more successfully and offer prompt, effective customer
assistance. However, there are drawbacks to the widespread usage of these devices, including
energy consumption and the production of e-waste.

Author: Which are the main environmental effects that you believe our organization's use and
disposal of digital endpoint devices have?

Kasun: Energy use and the production of electronic trash are the main effects on the
environment. In the electronics sector, devices reach the end of their useful lives rather fast,
creating e-waste. In addition, the energy needed for the manufacture and operation of devices
adds to our carbon footprint.

Author: Could you explain Dialog's current e-waste management procedures? How should
outdated or outmoded digital gadgets be disposed of?

Kasun: Dialog has put in place a thorough e-waste management system. We make sure that
digital gadgets are disposed of properly through approved e-waste recycling partners when their
useful lives are coming to an end. This entails safely erasing data, disassembling gadgets, and
recycling or properly disposing of component waste.

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Author: What difficulties, if any, have you had in properly handling e-waste? Do you think there
is any room for development in this regard?

Kasun: One issue is that technology is always changing, which causes a high rate of gadget
turnover. It might be difficult to keep up with the disposal of old electronics. It's still difficult to
educate staff members about safe disposal, too. Enhancing training on appropriate disposal
techniques and looking into more environmentally friendly gadget alternatives are two areas
where improvements might be made.

Author: In what ways can we, in your opinion, raise employee knowledge at Dialog about the
environmental effects of digital devices and the significance of disposing of them responsibly?

Kasun: Communication and education are essential. To educate staff members about the effects
of their use of digital devices on the environment, we can hold training sessions, workshops, and
awareness campaigns. Stressing the value of recycling and appropriate disposal might encourage
staff to follow ethical standards.

Author: What actions do you individually take to lessen the environmental impact of the use and
disposal of technology?

Kasun: As for me, I make an effort to prolong the life of my electronics, upgrade them as
needed instead of purchasing new ones, and take part in local e-waste recycling initiatives.

I also keep up with energy-saving techniques and use them to both my personal and professional
life.

Author: I appreciate you sharing your insightful knowledge and experiences, Kasun.

Kasun: You’re welcome. It's been a pleasure discussing these important topics for our
environment.

(Source – Authors Work)

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1.5.4 Interpterion of the interview

Kasun, a Senior IT Analyst at Dialog, talks about his responsibilities, the company's handling of
digital endpoint devices, and the effects these devices have on the environment in this interview.
Kasun is in charge of buying, maintaining, and properly disposing of digital devices including
tablets, laptops, and smartphones. He also actively participates in Dialog's environmental
programs, especially the management of e-waste. He emphasizes how the ability to provide
prompt and effective assistance has allowed these devices to completely transform operations
and customer service. He does, however, also highlight the drawbacks of the widespread usage
of digital gadgets, such as the production of a large amount of e-waste and higher energy costs.
The energy needed for device manufacture and usage increases the company's carbon footprint,
and gadgets swiftly reach the end of their useful lives and contribute to e-waste. These factors
have significant negative effects on the environment.

Dialog has put in place a thorough e-waste management system that guarantees appropriate
disposal via approved recycling partners. This procedure includes disassembling gadgets, safely
erasing data, and properly recycling or discarding component parts. Notwithstanding these
initiatives, Kasun notes that there are still obstacles to overcome, such as the necessity to
constantly educate staff members on appropriate disposal procedures and the quick advancement
of technology that causes frequent gadget turnover. He believes there is room for improvement
when it comes to researching new environmentally friendly gadget solutions and improving e-
waste management training. Kasun recommends holding training sessions, workshops, and
campaigns to raise employee knowledge about the environmental effects of device usage and the
advantages of recycling and disposing of devices properly. In his own life, Kasun uses energy-
saving techniques at work and at home, prolongs the life of his electronics, and takes part in
community e-waste recycling initiatives. According to the interview, Dialog is making great
progress in reducing the environmental effects of digital devices, but there are still problems that
need to be solved. These problems call for continual efforts to increase education, adopt
sustainable habits, and come up with creative solutions.

(Source: Authors Work)

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1.6 Interpretation of secondary research to generate information on the topic.

Important information on managing digital endpoint devices and their effects on the environment
may be found in secondary research. E-waste creation reached 53.6 million metric tons globally
in 2019 and is expected to continue growing, highlighting the necessity of efficient e-waste
treatment. Modern life would not be the same without digital devices, which boost productivity
but also generate a significant amount of e-waste because of their quick obsolescence. The whole
device's lifespan is affected by environmental effects, from energy-intensive and toxic resource
extraction and production to incorrect disposal that contaminates land and water. In order to
prolong device life and recover valuable materials, effective e-waste management incorporates
collection, recycling, refurbishment, and disposal. Circular economy concepts are emphasized
throughout. Technological developments that result in high device turnover and a lack of
infrastructure or awareness about safe disposal are challenges. Recycled materials, sustainable
design, and take-back programs are implemented by top corporations, and recycling objectives
are set by regulatory frameworks such as the EU's WEEE Directive. Promoting proper disposal
procedures requires educating consumers through marketing and educational initiatives.
Promising answers are provided by innovations like blockchain for monitoring e-waste, modular
gadgets, and sophisticated recycling technology. Combining these results with Kasun s
observations from Dialog highlights the necessity for all-encompassing initiatives to address the
environmental effects of digital devices, highlighting the need for creative solutions and
sustainable practices for the management of e-waste.

(Source – Authors Work)

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Figure XVIII :- Empirical developments of digitalization, economic growth, and environmental impact for selected countries.

(Source – Authors Work)

The graph mentioned above is from a journal that provides evidence and has an impact score of
3.889. The validity of the source supporting the argument that is going to be imposed. "Growth
in the ICT industry, or growth in ICT value added, exceeds GDP growth overall for all of the
nations that are shown. The findings of additional investigations also support this tendency.

further demonstrate the growing digitalization of economies [33, 34]. However, even while the
ICT industry is growing disproportionately quickly in the EU, especially in China and India, the
US GDP is growing slightly more slowly than the ICT sector. The findings also vary throughout
nations and areas with regard to energy and CO2 emissions. In the USA and the EU28 (early

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industrialized nations), both either hardly change or barely go down. In the final analysis, the EU
has seen a 1% decline from 1995 to 2017.

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LO2 Explore the features and business requirements of organizations in an identified
sector.

2.1 Feature of a business

"An economic activity known as business entails the exchange, acquisition, sale, or creation of
products and services with the aim of making a profit and meeting consumer demands.
Businesses can be non-profit or profit-making entities that pursue financial gain or a particular
social goal. (Admin, Business: signifying attributes and traits for 2020)
Among the essential components of a business's operations are:

(Source – Anon.nd,2023)

Business Objective

In essence, here is where the company's vision and goal are expressed.
A mission statement is a succinct declaration that outlines the core goals of an organization. It
serves as the main motivation for the company's existence. It acts as a decision-making guide,
assisting staff in comprehending the overarching goals of the business.
A vision statement is an outlook that describes the long-term goals of the company. It gives
workers a feeling of purpose, motivating and directing their efforts toward shared objectives.

Exchange of goods and services

This entails developing and improving goods and services to satisfy the wants of clients.
Research, design, testing, and ongoing improvement are all included. Maintaining the caliber of
goods or services is essential for gaining the loyalty and happiness of customers. Quality control
procedures are used to fulfill or surpass client expectations.

Risk management

The following are some of the actions that are taken to reduce the risks connected to business
practices and unapproved information breaches:
carrying out risk analyses to find possible business concerns. creating strategies and plans to

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control or reduce hazards that have been recognized. evaluating and revising risk management
plans on a regular basis to account for evolving conditions.

(Source – Authors Work)

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Usage of Resources
Doing appropriate financial management is crucial to keeping good cash flow. Some of the
actions that must be taken to guarantee proper financing of the business include allocating
resources effectively through budget planning and management, keeping accurate financial
records and reports for internal and external stakeholders, and developing strategies to achieve
financial goals and sustain long-term profitability.

2.2 Operational areas of a business

(Source: theinactone, Research application in functional area of business 2023)

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Human Resources

The crucial operational division of human resources (HR) is in charge of overseeing the
management of the company's most valuable asset, its personnel. This division is in charge of
several crucial tasks, including:

For a variety of positions inside the company, human resource professionals are responsible for
recruiting, screening, and employing competent candidates. This includes creating job
descriptions, conducting applicant interviews, and managing the onboarding procedure.
The growth and skill development of employees are contingent on human resources. Ensuring
staff members have the skills necessary for their positions involves identifying areas of training
deficiency, organizing seminars, and providing ongoing learning assistance.

Keeping the relationship between the company and its personnel positive is essential. In addition
to guaranteeing fair treatment, HR is in charge of finding solutions for workplace issues and
fostering a healthy workplace culture.

The domain of human resources oversees incentive programs, benefit packages, and
compensation structures. To attract and keep great talent, this means making sure labor laws are
followed and designing compensation packages that are competitive.

They are also in charge of goal-setting, feedback, and performance reviews. They could be
requested to assist in creating initiatives for performance enhancement.

(Source- Authors Work)

Accounting

For a business to track and manage its funds, accounting is crucial. Maintaining correct financial
records by keeping track of regular financial activities such as sales, expenses, and payroll is one
of the responsibilities that must be fulfilled.

preparing and presenting financial statements, such as the cash flow, income, and balance sheets,
to give information about the organization's financial situation.

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collaborating with other departments to create budgets, projecting future financial needs, and
comparing actual performance to planned amounts.

ensuring tax compliance, submitting and preparing tax returns, and staying up-to-date with any
changes to the law that could have an impact on the company.

collaborating with outside auditors to expedite the auditing procedure and guarantee accuracy
and openness of the finances.

(Source: Authors Work)

Financing

The administration of a business's financial resources to support operations and expansion is

known as financing. Finding the ideal ratio of debt to equity to fund operations while
maintaining stability is a crucial aspect of financial management. The financing department's
responsibilities include, but are not limited to, assessing potential projects and investments to
ensure they align with the business's strategic objectives and yield a satisfactory return on
investment.
To make sure there is adequate liquidity to cover operating costs and investment requirements,
cash flow is closely watched.

recognizing and controlling financial risks to protect the business from unfavorable financial
outcomes, such as interest rate, currency, and market risk.

developing and putting into practice financial plans that support the organization's long-term

development and are consistent with the overarching business plan.

(Source – Team,2022)

Operation

Operations are the daily tasks that maintain the seamless running of the company. The following
are the responsibilities that the operations department undertakes:

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One of the most important operational areas is making sure that products and services are moved
from suppliers to customers in a timely and economical manner. Putting mechanisms and
procedures in place to keep an eye on and preserve a product's or service's quality.

In order to minimize carrying costs and meet consumer demand, inventory levels are optimized.
determining areas for possible operational efficiency and carrying out initiatives for ongoing
improvement.
Taking care of the resources and physical infrastructure required for daily operations.

(Source: Nigam,2023)

Sale
The task of generating income via the sale of products or services falls to sales. One of the most
crucial aspects of sales operations is finding and contacting new customers through marketing
campaigns and sales prospecting.

developing and refining a systematic strategy to sales that spans lead creation and contract close.

putting CRM systems into place to monitor and track customer contacts, bolster customer
happiness, and customize messaging.

Setting realistic sales objectives and predicting future trends in sales may be done by analyzing
past data and market conditions.

assembling, educating, and supervising sales teams to guarantee optimal performance.

(Source – Authors Work)

Marketing

In order to raise customer awareness, spark interest, and create demand, marketing is essential.
Researching customer needs, industry trends, and competitor strategies are all crucial
components of marketing operations. This department's activities include:

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creating and maintaining a powerful brand identity that appeals to the intended market.
Organizing and executing marketing campaigns, sales campaigns, and other customer outreach
and engagement programs.

employing internet advertising, email marketing, and social media as digital channels to connect
and engage with a wider audience.

assessing the success of marketing campaigns with data analytics and optimizing strategies
according to performance metrics.

In conclusion, these operational domains work together to guarantee a company's smooth

operation and success in a variety of areas, including managing money and human resources,
streamlining processes, increasing revenue, and successfully attracting and interacting with
consumers through marketing campaigns. The general well-being and expansion of the company
are facilitated by coordination and synergy between various functional sectors.

(Source – tune.tec,2023)

2.3 Dialog Lanka Business type and ownership

Known by most as Dialog, Dialog Axiata PLC is one of Sri Lanka's leading providers of
telecommunications services. It is a public limited company that is listed on the Colombo Stock
Exchange. Thanks to its partnership with Axiata Group Ber had, a well-known Malaysian
telecommunications company, Dialog benefits greatly from shared resources and local
knowledge. Broadband internet, digital television, mobile and landline phones, and a range of
value-added digital services, such as digital health programs and mobile money solutions, are all
included in Dialog's extensive service portfolio. Dialog is a publicly listed company whose
ownership is divided among many shareholders who exchange shares on the Colombo Stock
Exchange. Axiata Group Ber had owns the majority of the shares, giving the parent corporation
significant control over Dialog's operational and strategic choices. Because of this ownership
structure, Dialog is able to take advantage of Axiata's vast expertise and innovative skills, which
guarantees ongoing development and market leadership in Sri Lankan telecoms. Dialog's
activities are diverse, offering complete communication solutions to meet the demands of both

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businesses and individual customers. The company's range of digital services, which integrates
state-of-the-art technology and caters to growing customer needs, further strengthens its position
in the market. In addition to bolstering Dialog's market leadership, this strategic alignment with
Axiata Group Berhad encourages constant innovation and adaptation in a sector that is changing
quickly, assuring long-term success and client happiness.

(Source – Authors Work)

2.4 Introduction to stakeholder

Any organization's ability to operate and succeed depends on its ability to include a diverse range
of people and groups that have a stake in the success and performance of the enterprise. Workers
are important internal stakeholders that provide labor, expertise, and skills that have a direct
influence on innovation and productivity. Strategic decision-making and operational oversight
are the responsibilities of managers and executives, who guarantee the effective achievement of
the organization's objectives. On the other side, owners and shareholders spend money and
anticipate returns in the form of earnings and dividends, which fuels the company's expansion
and stability financially.

Customers are perhaps the most important external stakeholders, as their happiness and loyalty
impact the company's income streams and market position. Maintaining a smooth supply chain
and making sure the company has the supplies and services it needs to run efficiently depend on
suppliers and business partners. Financial resources for growth and development are provided by
creditors and investors, who also closely monitor the sustainability and health of the business's
finances. Governmental organizations have a regulatory function that includes enforcing
adherence to laws and regulations, influencing corporate activities through taxes and policy, and
setting standards. The company's social responsibility programs, job prospects, and
environmental policies have an effect on the local populace as well as civic associations.

Stakeholders must be identified and analyzed to determine their requirements, expectations, and
degrees of influence in order to manage them effectively. This requires a strategic strategy.
Building trust and loyalty with stakeholders is facilitated by open and honest communication,
frequent updates, and active involvement in decision-making processes. Companies have to
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weigh conflicting interests and frequently make compromises in order to create a cordial
partnership that promotes long-term viability. Organizations may demonstrate their commitment
to good societal effects by addressing community and environmental problems through the
implementation of sustainable development projects, ethical practices, and corporate social
responsibility (CSR) programs.

Globalization and technological improvements have also broadened the scope of stakeholder
engagement, making it possible for enterprises to communicate more effectively with a distant
and varied collection of stakeholders. Stakeholder management tools, digital platforms, and
social media provide instantaneous feedback and communication, therefore augmenting the
organization's capacity to promptly address the concerns and expectations of its stakeholders.
This flexible and all-encompassing strategy for stakeholders

Engagement not only strengthens relationships but also drives innovation, resilience, and
competitive advantage. In essence, stakeholders are the backbone of any organization, and their
active involvement and satisfaction are pivotal to achieving enduring success and positive
organizational growth.

(Source – Jason & Feranand,2024)

2.4.1 Main Types of stakeholders

Diverse stakeholder kinds exist. The importance of internal and external stakeholders is among
them. There are:

Internal Stakeholder:

Employee: Workers are essential internal stakeholders who support the organization's daily
operations via their labor, skills, and knowledge. They directly affect customer service, creativity,
and productivity. Retaining strong performance and morale inside the organization depends on
the involvement and happiness of the workforce.

Managers and Executive: These parties are in charge of planning, making strategic decisions,
and supervising the execution of company goals. They make sure the company is headed on the
proper path and accomplishing its objectives quickly and successfully.

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Shareholders: Capital is invested in the company by its owners or shareholders, who hope to get
profits or dividends in return. They have a stake in the company's expansion and financial
stability, and they frequently have a say in important strategic choices via to their voting rights
and board participation.

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External stakeholders:

Customers: Consumers are important external stakeholders whose spending choices have a
direct impact on the income of the business. A company's ability to satisfy its customers'
requirements and keep their loyalty is essential to its success. Improvements and innovations in
products can also be influenced by customer feedback.

Supplier and business partner: Suppliers supply the components, raw materials, and labor
required for manufacturing. Distributors and retailers are examples of business partners who
assist in getting items to market. Strong bonds with these parties provide an efficient supply
chain and effective operations.

Investors and creditors: Creditors and investors supply the money required for development
and expansion. They evaluate the business's performance and financial stability, which affects its
capacity to raise capital. Their faith in the company is essential to its long-term financial
viability.

Government and regulatory agencies: The organization must abide by the rules and
regulations enforced by these stakeholders. Through laws, taxes, and rules, they have an effect
on company practices. To stay out of trouble with the law and avoid penalties, compliance must
be maintained.

Community and society: The company's social and environmental activities have an impact on
the local community as well as civic associations. Initiatives related to corporate social
responsibility (CSR), such sustainability and community development, show an organization's
dedication to having a beneficial influence on society.

Competitors: Competitors, who aren't usually thought of as stakeholders, might nonetheless

have an indirect impact on a firm by influencing innovation, market standards, and strategic
positioning. Recognizing the strategies of rival’s aids in a business's ability to remain flexible
and competitive in the marketplace.

Achieving organizational success requires skillfully balancing the diverse interests and
expectations of each type of stakeholder. Through the strategic management of the demands and

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power of internal and external stakeholders, an organization may create a growth-oriented,
sustainable ecosystem that benefits society as a whole.

(Source – Anon,2023)

Figure XIX Types of stakeholders

(Source - Activecampaign.com, 2023)

2.4.2 Impact of stakeholders on an organization success

Stakeholder involvement attests to the long-term's feasibility and success. Customers,
communities, workers, and business partners are the main stakeholder groups that have an
impact on the company's operations. (Al et al., How do stakeholders impact corporate
operations? 2023)

Engaged community of stakeholders and financial benefits

A company that has a vibrant community of stakeholders might profit financially from these
connections in a big way. Stakeholders make contributions to the organization's overall
performance, including clients, staff members, investors, suppliers, and the larger community.
Strong ties and active participation with these stakeholders have a beneficial knock-on impact for
the entire company. Engaged customers are more likely to be devoted, which boosts the brand's
reputation by encouraging repeat business and positive word-of-mouth. In a similar vein,
workers who experience a feeling of fulfillment and purpose from their work are more

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productive and help to foster a healthy work environment. In the end, this group effort results in
more sales, stronger brand recognition, and ongoing profitability.

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Employee Engagement and brand ambassadorship

An organization's performance and reputation are greatly influenced by the notions of employee
engagement and brand ambassadorship, which are closely related. The emotional dedication and
participation that workers have for their jobs, their coworkers, and the company as a whole is
referred to as employee engagement. It includes elements like motivation, job happiness, loyalty,
and a readiness to go above and beyond in support of company objectives.

Highly engaged workers are more likely to exhibit admirable traits and attitudes that are
advantageous to the company. Their increased productivity, creativity, and customer-focused
Ness result in better performance and happier customers. Additionally, long-term retention rates
of engaged workers save turnover costs and preserve institutional knowledge and skills inside the
firm.

Customer belief and long-term support

Building a solid and long-lasting relationship between a business and its clients requires the
belief and support of the latter. Customer belief is the term used to describe the faith, assurance,
and favorable opinion that consumers have in a company, its goods, and its principles. Customers
who have faith in a business are more likely to select its goods and services over those of rivals,
stick with it through time, and refer others to it.

On the other hand, long-term support describes the steadfast dedication and allegiance that
clients show to a business over a considerable amount of time. This entails making further
purchases, sticking with the brand, and being prepared to devote time and money to the
partnership. Prolonged patronage is indicative of the caliber of goods and services rendered, the
worth delivered, and the favorable encounters clients have had with the brand.

Delivering continuous value, going above and above for customers, and cultivating strong
connections are all necessary for the organization to gain the trust and long-term support of its
customers.

Vendors as Collaborative partners

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A company may gain a lot by considering its vendors as more than just transactional partners.
Vendors are more inclined to go above and above when they view a company as a valued partner
as opposed to merely a potential customer. This might entail giving premium materials, making
sure supplies arrive on schedule, and, in certain situations, providing flexible terms during hard
times financially. Developing trusting connections with suppliers promotes cooperation,
improving the supply chain's effectiveness and adding to the company's overall operational
success

And resilience.

Engaged stake holder investors and financial support.

In addition to giving organizations financial assistance, involved stakeholder investors are

essential to their long-term viability and success. These investors show a genuine interest in the
company's performance, development, and strategic direction by actively participating in its
operations and going beyond simple passive ownership. Through their investments in the
company's debt or equity instruments, involved stakeholder investors provide financial resources
that are crucial for financing operations, growth, and strategic objectives.

Engaged stakeholder investors provide invaluable networks, knowledge, and insights in addition
to financial assistance, all of which can have a variety of positive effects on the organization.
They could take part in talks with management, attend shareholder meetings, and offer advice
and comments on important business choices. By promoting transparency, strengthening
corporate governance, and balancing management and shareholder objectives, their participation
can eventually benefit all parties involved by generating value.

Active stakeholders have an impact on how the public perceives the company's brand and image.
Their faith in the organization's performance, strategy, and leadership can affect investor
sentiment and market perceptions, which can affect stock prices, market value, and capital
availability.

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2.5 Potential challenges to success Dialog Lanka and its associate solution
Dialog Lanka, a company involved in the telecommunications industry in Sri Lanka, has a
number of obstacles that might affect both its performance and the efficacy of the solutions it
provides. The fierce competitiveness that permeates the sector is the most significant of these
problems. To stay at the top of the market, one must constantly innovate, stand out from the
competition, and adjust their strategy in light of the competition's many participants, which
include both experienced players and creative upstarts. Furthermore, there are advantages and
disadvantages to the quick advancement of technology, such as the introduction of 5G, the
Internet of Things (IoT), and artificial intelligence (AI). Although these developments create
opportunities for new services and capabilities, they also make large expenditures in personnel,
improvements, and infrastructure necessary to stay competitive and satisfy changing client
needs.

A major issue for Dialog Lanka is navigating the regulatory environment. Sri Lanka's telecom
industry is heavily regulated and supervised, and adjustments to laws, taxes, and license
requirements may have an impact on business operations, expenses, and profitability. Sustained
success requires not just ensuring compliance but also adapting to regulatory changes.
Furthermore, the growing frequency of cyberattacks emphasizes how crucial cybersecurity is. To
protect consumer trust and avoid reputational harm, Dialog Lanka has to continuously strengthen
its defenses against data breaches, network vulnerabilities, and cyberattacks.

Meeting growing client expectations becomes apparent as a major worry in the face of these
difficulties. Consumers today want individualized services, fast internet, and seamless
connectivity. To keep ahead of rivals, Bharti Dialog Lanka has to make investments in boosting
customer satisfaction, boosting network dependability, and providing creative solutions. The
environment is made more difficult by economic uncertainty, which includes things like shifts in
consumer spending and currency depreciation. Economic downturns can affect revenue
generation and expense management by causing a decrease in purchasing power and an increase
in price sensitivity.

Furthermore, Dialog Lanka has a duty as well as an opportunity to take advantage of the
increased emphasis on social responsibility and environmental sustainability. Careful navigation

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and strategic alignment are necessary to preserve profitability while balancing company aims
with environmental and social goals.

Dialog Lanka must adopt a proactive and flexible strategy to tackle these complex issues. The
corporation can reduce risks, seize opportunities, and solidify its position as Sri Lanka's top
telecom provider by utilizing its strengths, skills, and strategic alliances.

(Source – Authors Work)

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LO3 Produce project plans based on research of the chosen theme for an identified
organization.

3.1 Project charter

After a project proposal has been developed and distributed to stakeholders, project charters are
assembled. The project charter, commonly known as the project plan, serves as the formal
approval to start working when that consent is given.

A project charter is a formal, brief document that forms the basis for the planning and
implementation of the project. Usually produced early in the project planning phase, this
document gives a clear and thorough summary of the goals, scope, major players, and purpose of
the project. It serves as a contract that outlines the project manager's powers and duties and is
signed by the project sponsor or initiator. In order for all parties involved to have a shared
knowledge of the project's objectives and expectations, the project charter is essential.

Important elements of a project charter include a scope that establishes the project's limits, a
clear definition of objectives, and a thorough project description. It names stakeholders and their
duties, as well as the project manager's authority level. In addition, the project charter outlines
essential elements including deadlines, deliverables, financial concerns, and any hazards. The
project charter is a living document that changes as the project goes along, providing a point of
reference for choices and guaranteeing continued adherence to the project's initial objectives.
The project charter is an essential tool for effective project management and execution since it
fosters stakeholder consensus and captures important project specifics.

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3.2 Project chart for Dialog Lanka
Project Name: Project Number:
Smartphone Trade-In Program 01
Date: 12/12/2023 Revision Number: 01

PROJECT GOALS
Launch a smartphone trade-in program to increase consumer loyalty, cut down on e-
waste, and position Airtel as a socially and ecologically responsible company.
DELIVERABLES
rules for the trade-in program, marketing materials, infrastructure for renovation and
resale, and environmentally friendly packaging options
SCOPE DEFINITION
Within the scope: marketing, resale, refurbishing, and trade-in procedure. Outside of
Scope: The practicalities of collection outside of Airtel stores.
PROJECT MILESTONES
First milestone: start of the program
Second Milestone: Infrastructure Refurbishment Ready
Third Milestone: Initial Set of Refurbished Equipment Resale

ASSUMPTIONS, CONTRAINTS AND DEPENDENCIES

Premises:

The readiness of the client to take part in the trade-in scheme.

cooperation with recycling partners and device makers.
Acceptance of reconditioned gadgets in the market.

Limitations:

adherence to legal requirements regarding data privacy.

initial outlay for infrastructure renovation.
restricted authority throughout the whole product lifetime.

Reliance:

cooperation with outside partners for recycling and restoration.

marketing group for advertising campaigns.
IT division for methods of data erasure

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Table 3 Project chart

(Source – authors work)

3.3 Project planning on smart phone trade in program for Dialog Lanka

Figure XX Dialog

Source: (logowine, Dialog Sri Lanka logo)

3.3.1 Table of Contents

 Project Overview
 Work breakdown structure
 Project Scheduling
 Budgeting
 Benefits and Risk
 Marketing Procedure
 Implementation Benefits for Company Customer
 Improvement Recommendation
 Conclusion

Project Overview

Dialog Lanka's Smartphone Trade-In Program is a strategic program designed to increase

customer loyalty and decrease e-waste. This project is in line with Dialog's commitment to
corporate social responsibility and is motivated by the need to address the effects of electronic
waste on the environment. Establishing a smooth procedure for users to trade in their outdated
cellphones when upgrading to new handsets through Dialog is the main objective. Dialog wants
to promote brand loyalty and customer retention by encouraging customers to participate in the
trade-in program by offering discounts, special packages, and other benefits.

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The project consists of multiple parts, such as developing detailed guidelines for the trade-in
program, producing visually appealing marketing materials to inform consumers about the
initiative, setting up infrastructure for refurbishment to guarantee the quality of devices being
traded in, and introducing environmentally friendly packaging options for new devices. The
project team, under the direction of the project manager, will collaborate with marketing experts
to raise consumer awareness and engagement. The refurbishing manager will supervise the
program's refurbishment and resale elements, while the logistics coordinator will guarantee a
seamless collection procedure. Throughout the project, the team will manage dependencies with
third-party partners involved in refurbishing and recycling while navigating legal limitations,
including data protection rules.

The program's debut, the infrastructure for refurbishing being ready, and the resale of the first
batch of restored devices are important turning points. The team will be guided in accomplishing
project objectives by supporting papers such as reports on eco-friendly packaging options,
marketing collateral, plans for refurbishing infrastructure, and instructions for trade-in programs.
By decreasing e-waste, this program's success not only promotes environmental sustainability
but also establishes Dialog as a socially conscious company, improving both the company's
reputation and the perception of its customers.

(Source – Authors Work)

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Worl breakdown Structure

Figure XXI WBS

(Source – Authors Work)

Project Scheduling

Figure XXII Gant chart for the implementation of the project

(Source – Authors Work)

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Figure XXIII Gantt Chart

(Source – Authors Work)

Figure XXIV Gantt Chart

(Source – Authors Work)

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3.3.2Budgeting

Marketing plane Development

The Dialog Lanka Smartphone Trade-In Program's extensive budget is made to guarantee that
every aspect of the project—from market analysis to operational planning and environmental
sustainability initiatives—is carried out successfully. The following is the overall budget
allocation:

Market Research:LKR 1,000,000

The price of conducting surveys, interviews, and data analysis to comprehend consumer
preferences, industry trends, and rivals' tactics is included in the market research cost. By using
technological tools, paying participants for their ideas, and enlisting outside research
organizations, Dialog Lanka is able to gather important data that will help them customize the
program.

Partnership With Environmental Organizations: LKR 500,000

Partnerships including sponsorship or contribution are necessary when working with

environmental groups. This expense helps to fund collaborative projects, co-branded goods, and
events that highlight Dialog's dedication to environmental sustainability. These collaborations
not only strengthen Dialog's environmental credentials but also contribute to e-waste
management awareness-raising.

Marketing plan Review and Approval: LKR 200,000

Internal and external stakeholder reviews, legal and compliance checks, and any necessary
adjustments based on input are all included in the marketing plan review and approval process.
This guarantees that the marketing strategy complies with business policies and guidelines,
successfully conveys the advantages of the program, and reaches the intended audience.

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Operational Planning

Logistic Planning: LKR 1,000,000

Logistics preparation includes organizing trade-in device pickup, shipping to refurbishing

facilities, and handling related documentation. This covers the pay for the logistics team, the cost
of transportation, and the technology used to track devices all the way through the process to
guarantee a seamless and effective operation.

Refurbishment Infrastructure Setup: LKR 3,000,000

Establishing a room specifically for the repair of devices, as well as purchasing and installing
software tools and equipment, are all included in the setup of refurbishment infrastructure. In
order to guarantee that the refurbished gadgets live up to high standards, it also entails employing
qualified technicians, putting training programs into place, and setting up quality control
procedures.

Eco-Friendly Packaging Implementation: LKR 500,000

Investing in sustainable materials, design services, and production is necessary to implement

eco-friendly packaging solutions. This expense is in line with Dialog Lanka's larger corporate
sustainability objectives and demonstrates the company's dedication to reducing the
environmental effect of packaging.

Data Security Measures: LKR 400,000

Through secure data wiping practices, cybersecurity safeguards, and adherence to data protection
laws, this budget guarantees the security of consumer data. It comprises personnel training,
auditing procedures, and the required software tools.

Internal Process Training: LKR 300,000

Internal teams will get training on the new trade-in procedures, data security measures, and
operational standards to make sure staff members are prepared for their positions within the
program.

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By covering market research, environmental alliances, marketing, operational logistics, data
security, technological integration, and continual development, this complete budget guarantees
the program's success. Dialog Lanka hopes to improve customer loyalty, lessen e-waste, and
establish itself as an ecologically and socially sensitive brand with these initiatives.

3.3.3 Benefit and Risk on implementation of the project.

Category Benefits Risks
Environmental Impact significantly lowers e-waste requires a large initial outlay
by promoting refurbishing of funds for marketing,
and recycling. infrastructure, technology,
and market research.
Customer Loyalty increases client retention and complicates data security
loyalty with alluring management, refurbishing
incentives like special offers procedures, and logistical
and discounts. coordination.
Brand Reputation enhances corporate social Regulations pertaining to data
responsibility (CSR) and protection and the
establishes Dialog Lanka as a environment must be
brand that cares for the followed; noncompliance
environment. may result in legal fines.
Market Differentiation distinguishes Dialog Lanka If consumer data is not safely
from rivals and draws clients removed from traded-in
who care about the devices, there is a risk of data
environment. breaches.

Revenue Generation generates additional income Consumers who are unaware

by refurbishing and reselling of the program or who are
gadgets. reluctant to trade in their
outdated electronics could not
join as quickly.

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 Customer Data Insights offers insightful information Refurbished equipment
on the preferences and quality must be good to keep
actions of customers. customers satisfied and
trusting.

Partnership Opportunities cultivates beneficial alliances The trade-in program's

with partners in renovation consumer involvement may
and environmental groups. decline during economic
downturns.

Initial Investment Costs Third-party recycling and

refurbishing partners are
essential to the program's
success; any failures might
cause disruptions.

Table 4 benefits and risk implementation of Project for Dialog Sri Lanka

(Source: Authors Work)

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3.3.4 Marketing procedure
To guarantee optimum consumer involvement and participation, Dialog Lanka's Smartphone
Trade-In Program marketing process employs a comprehensive and multifaceted strategy. To
begin with, in-depth market research will be carried out to comprehend consumer preferences,
industry trends, and rivals' tactics. This includes data analysis, interviews, and surveys, which
provide the basis for creating marketing messages that are specifically targeted. After that, an
integrated marketing strategy will be developed to spread the word about the trade-in program
through influencer partnerships, social media campaigns, and conventional and digital
advertising. Vibrant images and promotional text will be used in marketing materials that
effectively convey the program's advantages. The marketing strategy will go through a rigorous
evaluation and approval procedure to make sure it complies with all applicable laws and business
requirements. After authorization, the strategy will The strategy will be implemented on several
platforms when it has been authorized, and it will be continuously monitored and adjusted
depending on consumer input and engagement metrics. In order to give the sales and customer
service teams the information and abilities they need to properly market the program, training
sessions will also be held for them. Through the utilization of data analytics, Dialog Lanka will
consistently evaluate the efficacy of marketing endeavors, making informed decisions based on
data to maximize campaign efficiency and accomplish the intended results.

(Source – Authors Work)

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3.3.5 Improvement Recommendation

A number of suggestions for improvement can be taken into consideration in order to improve
Dialog Lanka's Smartphone Trade-In Program's sustainability and efficacy:

1. Enhanced customer Education and Engagement:

 Launch extensive education efforts to educate consumers about the advantages of taking
part in the trade-in program for both the environment and themselves. To reach a larger
audience, use a variety of platforms, including social media, email newsletters, in-store
displays, and webinars.
 Create interactive features that let users determine the environmental effect of their trade-
in on the website or mobile app. This will make the advantages more real and encourage
people to participate.

2. Incentive diversification:

 Increase the variety of incentives you provide to clients beyond just new device
discounts. For every gadget that a consumer trades in, think about providing rewards like
loyalty points, longer warranties, access to exclusive content or services, and charity
donations made on their behalf.
 To encourage the trade-in of a wider range of devices, introduce tiered incentives based
on the model and condition of the traded-in equipment.

3. Streamlined Trade – in process:

 Make the trade-in procedure as easy to use as you can by streamlining it. This entails
making the web platform as user-friendly as possible, giving precise instructions, and
providing a variety of practical drop-off and pickup alternatives.
 In order to reduce ambiguity and promote participation, provide a rapid assessment tool
that provides clients with an instant estimate of the trade-in value of their equipment.

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4. Robust Data Security Measures:
 To provide consumers peace of mind that their personal information will be safely
deleted, bolster data security procedures. Update software tools often, and teach
employees on the newest cybersecurity best practices.
 Acquire third-party certifications for data wiping procedures in order to increase client
faith in the security features of the program.

5. Feedback and Continues Improvement:

 Provide a strong feedback loop that makes it simple for clients and staff to voice concerns
and make ideas. Utilize these suggestions to keep refining the application.
 To increase the efficacy of the program and customer happiness, evaluate key
performance indicators (KPIs) on a regular basis to pinpoint areas that might need
improvement and to adopt data-driven modifications.

6. Strength Environmental Partnership:

 Expand partnerships with environmental groups to co-host campaigns and events that
emphasize the value of managing e-waste and advertise the trade-in program.
 Look into prospects for collaborative research projects or initiatives that can help develop
new sustainable practices and further decrease the impact on the environment.

7. Internal Training and Incentives:

 Improve staff training programs to guarantee they understand the trade-in program and
can convince clients of its advantages.
 Create internal rewards for staff members that go above and above in promoting the
trade-in program and obtaining high customer satisfaction scores. This will help the
organization cultivate an environmentally conscious culture.

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8. Expending Marketing Efforts:

 To reach a larger and more diversified audience, make use of cutting-edge digital
marketing strategies like influencer collaborations, SEO, and targeted advertisements.
 In order to draw in new participants, launch a targeted marketing campaign that
highlights customer success stories and endorsements from happy clients who have taken
advantage of the trade-in program. This will leverage social proof.

Through the implementation of these ideas, Dialog Lanka may optimize the effectiveness, scope,
and influence of its Smartphone Trade-In Program, so guaranteeing increased consumer
engagement, ecological advantages, and overall program triumph.

(Source: Authors Work)

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3.3.6 Trade In program Guidance
Dialog Lanka's Smartphone Trade-In Program gives users the chance to update their gadgets at a
reasonable price while also promoting environmental sustainability and reducing electronic
waste. Customers are encouraged to trade in their outdated cellphones for discounts, special
packages, and other benefits through this initiative, which increases customer loyalty and
retention.

Step for Customers:

1. Eligibility Check

 To find out if your smartphone model qualifies for the trade-in program, visit the Dialog
Lanka website or any participating retail location.
 Verify that the gadget satisfies the requirements for its state (e.g., no severe damage,
completely working, etc.).

2. Estimate Trade - in Value

 Get a quick estimate of the worth of your equipment based on its model, condition, and
market demand by using the online trade-in value calculator on the Dialog Lanka
website.
 As an alternative, stop by the Dialog Lanka retail location for a personal assessment.

3. Prepare Your Device:

 If you want to remove personal data, make a backup of all your data and do a factory
reset.
 Take out any SIM cards, memory cards, and personal items such as screen protectors and
cases.
4. Trade – in Submission:

 When submitting online, make sure you follow the directions to finish the trade-in form,
arrange for a pickup, or select a drop-off location.

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 Bring your device to the closest participating Dialog Lanka shop for evaluation and trade-
in processing if you are submitting an in-store submission.

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5. Receive Trade – in Credit

 Get your trade-in credit as loyalty points, a discount on a new device, or other prizes as
stated in the program's conditions when the equipment has been assessed and approved.
 Either use the trade-in credit right away or put it aside for a later purchase.

Steps for Dialog Lanka Staff

1. Customer Education:

 Inform clients of the advantages of the trade-in program, such as the simplicity of
updating their gadgets, cost savings, and environmental effect.
 Give them precise guidance on how to get their gadgets ready for trade-in.

2. Device Evolution

 To ensure fairness and transparency, evaluate the trade-in devices' condition using
established criteria.
 Provide consumers with instant trade-in value estimations and elucidate the reasoning
behind the valuation.

3. Data Security

 To protect consumer information, make sure that all traded-in devices go through secure
data wiping procedures.
 Upon request, provide certifications of data removal to customers.

4. Logistics Coordination:

 Oversee the device collection's logistics, including arranging drop-off sites and pickup
times.
 Make sure that traded-in gadgets are delivered to refurbishing centers on schedule.
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5. Refurbishment Process:

 Before reselling or recycling traded-in electronics, oversee their refurbishing to make

sure they adhere to quality requirements.
 Throughout the refurbishing process, use environmentally friendly procedures and
sustainable packaging for devices that are being resold.

6. Customer Follow Up

 Customers should be contacted again to make sure they are happy with the trade-in
procedure and their new equipment.
 Request input so that the trade-in program can be improved going forward.

Marketing Promotion:

1. Awareness Campaigns

 Launch multi-channel marketing efforts utilizing email newsletters, social media, in-store
promotions, and traditional advertising to spread the word about the trade-in program.
 Emphasize client endorsements and success stories that have resulted from the training.

2. Incentive Programs

 To encourage participation, run recurring promotions and exclusive offers, such more
trade-in credit at particular periods of the year.
 Give early adopters and regular program members extra incentives.

3. Partnership

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 Work together with environmental groups to co-sponsor campaigns and events that
highlight the significance of managing e-waste.
 Collaborate with other companies to increase the trade-in program's influence and reach.

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Countinous Improvement:

1. Feedback Collection:

 Employ customer service channels and surveys as well as other feedback systems to get
staff and consumer perspectives.
 Utilize input to pinpoint areas that need work and make adjustments to improve the
software.

2. Performing Monitoring:

 Review key performance indicators (KPIs) often to gauge the trade-in program's
effectiveness.
 Continually improve plans and procedures by making necessary adjustments based on
performance data.

3. Training and Development:

 Staff members should get continual training to be up to speed on the newest customer
care methods, data security procedures, and trade-in procedures.
 Encourage employees to provide creative and innovative suggestions to improve the
program.

By adhering to this thorough guidelines, Dialog Lanka can guarantee the Smartphone Trade-In
Program's smooth implementation and operation, fulfilling its objectives of lowering electronic
waste, boosting client loyalty, and fostering environmental sustainability.

(Source – Authors Work)

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3.3.7 Conclusion

Dialog Lanka's Smartphone Trade-In Program is a strategic program that has the potential to
significantly decrease electronic waste, improve customer loyalty, and strengthen the company's
commitment to corporate social responsibility. By providing consumers with a simple and
rewarding method for exchanging their outdated cellphones, Dialog Lanka enhances its market
position and reputation while simultaneously encouraging sustainable habits.

The success of the initiative depends on efficient marketing, solid operating procedures, and
solid alliances with environmental groups and refurbishing partners. Dialog Lanka can
effectively traverse the hurdles connected with the program and optimize its advantages by
mitigating possible risks, including upfront investment costs, operational complexity, and data
security issues.

Moreover, performance monitoring, staff and customer feedback loops, frequent training, and
continuous improvement processes will guarantee that the program stays adaptable to changing
environmental requirements and market needs.

In summary, Dialog Lanka's strategic aims of encouraging customer interaction, boosting

revenue development through the sale of refurbished devices, and favorably influencing
environmental sustainability are all supported by the Smartphone Trade-In Program. Dialog
Lanka has the potential to make great progress with this project and establish a standard for
environmental stewardship in the telecom sector with a well-thought-out plan and continuous
dedication to development.

(Source – Authors Work)

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3.4 Countinous Improvement
Dialog Lanka's Smartphone Trade-In Program's continued success and adaptability are based on
constant development. Dialog Lanka may obtain important insights from both consumers and
workers by putting in place a strong mechanism for collecting feedback. By identifying specific
areas for improvement, these insights help make sure the application continues to be responsive
to the requirements and preferences of users. The utilization of modern data analytics and key
performance indicators (KPIs) in performance monitoring enables a comprehensive examination
of program parameters, including trade-in volumes, customer satisfaction, and refurbishing
turnaround times. By ensuring that decisions are supported by verifiable facts, this data-driven
approach produces more successful strategies and operational modifications.

Maintaining a high level of service and operational effectiveness requires investing heavily in the
training and development of employees. Employees are constantly well-informed and prepared
thanks to regular training sessions on the newest trade-in procedures, data security regulations,
and customer service best practices. Additionally, staff members receive skills to detect
inefficiencies and put efficient solutions in place through skill development courses on
approaches like Lean, Six Sigma, and Agile. These chances for ongoing education develop a
proactive workforce that can lead innovation in the program.

Modern technologies and operational audits are essential to streamlining the trade-in procedure.
Frequent audits assist in finding and removing bottlenecks, optimizing procedures, and cutting
down on turnaround times. Accuracy and operating speed are improved by investing in the
newest hardware and software, such as automated systems for logistics tracking and device
assessment. This enhances the program's overall effectiveness while also improving the user
experience for customers.

In a market that moves quickly, innovation and adaptability are essential for staying relevant. To
guarantee that the trade-in program develops in accordance with consumer expectations and
industry standards, Dialog Lanka must remain current with market trends and technological
breakthroughs. Before a project is fully implemented, pilot programs enable the testing of novel
concepts and advancements in a controlled setting in order to evaluate their viability and
potential effects. Only the best improvements are released thanks to this iterative process.

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A fundamental component of the trade-in program is sustainability. Dialog Lanka is able to find
ways to improve recycling procedures and lessen its carbon footprint through routine
environmental impact studies. Enhancing cooperation with industrial partners and environmental
groups makes it possible to investigate cooperative projects that complement the program's
sustainability efforts. These collaborations support Dialog Lanka's commitment to corporate
social responsibility while also advancing environmental goals.

Establishing and maintaining trust with consumers and workers requires open and honest
communication about the program's accomplishments, improvements, and development.
Participation is encouraged, and engagement is maintained with the aid of frequent updates and
clear messaging. Acknowledging and appreciating contributions from staff members as well as
clients encourages innovation and ongoing progress even more. Dialog Lanka can maintain the
efficacy, efficiency, and alignment of its Smartphone Trade-In Program with its commercial and
environmental goals by using these techniques.

(Source – Authors Work)

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3.5 Monitoring and Evolution
The Dialog Lanka Smartphone Trade-In Program's monitoring and evaluation (M&E) process is
essential to guaranteeing the initiative's efficacy, efficiency, and alignment with strategic goals.
Establishing precise goals and SMART (specific, measurable, attainable, relevant, and time-
bound) key performance indicators (KPIs) is the first step in an all-encompassing process.
Metrics like trade-in volume, customer satisfaction ratings, refurbishment turnaround times, and
environmental effect assessments might be included in these KPIs. The M&E method is built on
systematic data collection from a variety of sources, including operational data on device
conditions and logistical efficiency, environmental impact measurements, and consumer input
from surveys and online reviews. This data is analyzed using sophisticated data analytics
techniques to find trends, patterns, and areas that require improvement. To keep stakeholders,
including senior management, program staff, and external partners, updated on the program's
performance, comprehensive reports are generated on a regular basis to summarize these
findings. Visual aids such as charts and graphs are utilized to highlight key metrics and trends. A
feedback loop is set up, in which program modifications and decision-making are informed by
the insights found in these reports. Regular meetings are conducted to go over results, exchange
best practices, and create action plans. Implementing a structure like Plan-Do-Check-Act
(PDCA), promoting creativity, and doing pilot projects to test out new concepts are what propel
continuous development. Throughout the process, compliance with pertinent rules is guaranteed,
with a special focus on data protection and privacy. Additionally, any risks are recognized and
addressed. Technology integration is essential for streamlining data collection, analysis, and
reporting, ensuring smooth information flow, and lowering manual mistakes. It does this by
utilizing CRM systems, data analytics platforms, and automated reporting tools. In order to
address changing market circumstances and consumer requests and eventually achieve its
commercial and environmental goals, Dialog Lanka may monitor progress, assess success, and
constantly improve the Smartphone Trade-In Program with the use of this comprehensive M&E
method.

(Source – Authors Work)

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L04 Present Your Project Recommendation and Justification of Decision made, based on
Research Of identified them and sector

4.1 Analyzing appropriate Project Recommendation for Technical and non-technical

audience
To guarantee that all stakeholders completely comprehend and support the efforts, it's critical to
strike a balance between clarity and specificity when providing project suggestions to both
technical and non-technical audiences. The proposals should go into great detail about the
technical architecture, integration points, data security measures, and the precise technological
instruments needed for technical audiences, such as IT teams and engineers. This entails offering
thorough flowcharts, diagrams, and data analytics insights that emphasize the advantages in
terms of technology as well as potential obstacles and solutions. For these audiences to evaluate
the project's viability and technical soundness, thorough descriptions of the implementation
phases, schedules, resource allocations, and anticipated technical outcomes are crucial.

On the other hand, the emphasis should be placed on how the technical project correlates with
and supports larger business objectives for non-technical audiences, including executives,
marketing teams, and outside partners. This entails converting technological advantages into
commercial value, such as reduced expenses, more sales, better customer satisfaction, and higher
brand recognition. It is important to formulate recommendations with consideration for market
competitiveness, operational effectiveness, strategic impact, and sustainability advantages.
Complex topics may be effectively communicated by using simple language, relatable analogies,
and visual summaries like infographics or slide decks. Emphasizing case studies, success stories,
and possible return on investment makes the suggestions more accessible and persuasive.

In addition, it is necessary to address the concerns of non-technical audiences, like financial

implications, risk management, and regulatory compliance, in order to engage them. This entails
giving a concise summary of the financial commitment, anticipated returns, techniques for
reducing risk, and compliance with legal and regulatory requirements. All organizational levels
may be encouraged to comprehend and commit to the same goals via Dialog Lanka's balanced

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perspective, which links technical excellence with strategic commercial goals. This all-
encompassing strategy makes sure all technical and non-technical stakeholders are on the same
page and driven to help the Smartphone Trade-In Program be implemented and improved over
time.

(Source – Authors Work)

4.1.1 Conveying operational and Strategic information

Effective operational and strategic information communication necessitates a complex strategy

that takes into account the demands and viewpoints of many stakeholders while maintaining
alignment with corporate objectives. While strategic information relates to more general goals,
market positioning, and long-term planning, operational information usually contains specifics
on daily operations, procedures, and performance measures. It's important to communicate
operating information with clarity and openness. This entails giving succinct, straightforward
updates on the status of projects, the distribution of resources, and operational difficulties.
Dashboards, charts, and graphs are examples of visual aids that make complicated operational
data easier for stakeholders to understand. Furthermore, highlighting how operational actions
affect key performance indicators (KPIs) and business results helps people appreciate their
importance on a deeper level.

(Source – Authors Work)

4.1.2 Technical terminology and level of details

When communicating technical information, one should adjust the degree of depth and technical
vocabulary used based on how knowledgeable the audience is about the issue. A more in-depth
and technical approach is suited for audiences with a high degree of technical understanding,
such as engineers or IT experts. This might entail presenting intricate data analysis findings,
explaining technological ideas in detail, and utilizing specialist language. For technical audiences
to completely understand the complexities of the project, thorough requirements, techniques, and
implementation procedures are usually necessary.

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On the other hand, it's crucial to refrain from overburdening non-technical stakeholders—like
senior management or outside partners—with technical jargon and instead concentrate on clearly
and understandably explaining the most important insights and consequences. This entails
explaining technical ideas in plain language, giving condensed explanations, and illuminating
complicated topics with examples or analogies. Infographics, charts, and other visual aids can
help non-technical audiences understand technical material more easily.

(Source – Authors Work)

4.1.3 Methods and medium of delivering information

1. Email Communication: Email is a flexible and popular communication tool that may be used
to send both regular updates and significant announcements. Email is a useful tool that Dialog
Lanka may utilize to transmit meeting agendas and minutes, project status reports, and general
updates on program developments. The readability and efficacy of email correspondence are
improved by succinct subject lines and well-organized content.

2. Meeting and presentation: Meetings and presentations in person provide an engaging forum
for talking about the status of a project, resolving issues, and getting input from stakeholders. To
discuss important project milestones, project strategies, and strategic objectives, Dialog Lanka
may arrange frequent team meetings, workshops, and stakeholder briefings. During
presentations, using visual aids like slideshows, charts, and diagrams improves comprehension
and audience participation.

3. Project management Tools: Asana, Trello, Microsoft Project, and other project management
software offer centralized platforms for task organization, document sharing, and progress
monitoring. With the use of these technologies, Dialog Lanka can improve teamwork, expedite
communication, and guarantee project activity transparency. Features that assist keep
stakeholders informed and in sync include work assignments, timetables, and progress updates.

4. Online portals and internet: Establishing specialized web portals or intranet sites enables
project participants to get data, files, and resources from any location at any time. By publishing
project documents, training materials, and best practices on these platforms, Dialog Lanka may

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encourage team members to collaborate and share information. Search features and user-friendly
interfaces improve accessibility and usefulness.

Dialog Lanka can guarantee that stakeholders are informed, involved, and in line with the goals
and advancement of the Smartphone Trade-In Program by employing a variety of techniques and
channels for information dissemination. It is important to choose each communication channel
according to the audience and the message's unique goal in order to improve teamwork and
ensure project success.

(Source – Authors Work)

4.1.4 Influence of project research and intended Audience

The intended audience is greatly impacted by the project's study in many different ways. By
doing extensive research, Dialog Lanka is able to gather important information about consumer
preferences, market trends, and industry best practices. This information helps the company
customize project plans and communications so that the target audience is successfully engaged.
Dialog Lanka can create target messages and deliverables that resonate with stakeholders and
drive buy-in and support for the Smartphone Trade-In Program by identifying the requirements,
pain points, and expectations of the target audience. Furthermore, research assists in identifying
influential members of the audience who have decision-making power, enabling Dialog Lanka to
customize its outreach initiatives and stakeholder engagement plans for maximum effect.
Additionally, research helps Dialog Lanka foresee the difficulties and objections that the
audience could raise, enabling the company to proactively solve issues and reduce risks.
Ultimately, Dialog Lanka can improve the efficiency and longevity of the smartphone trade-in
program by using knowledge gained from project research to guide its strategy for interacting
with the target customer base.

(Source – Authors work)

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4.2 Factors considering during decision making when development the project plane
When creating the project plan, a number of important considerations are made. The cost/benefit
analysis, which compares the project's anticipated advantages to its possible expenses, is a
crucial factor to take into account. Decision-making is greatly aided by this study, which offers a
quantitative foundation for support suggestions. It entails a thorough analysis of the financial
effects of key project elements to make sure the selected strategy maximizes return on
investment while fitting Dialog's financial restrictions.

Crucial roles in decision-making are also played by deliverables and success criteria.
Deliverables that are precisely specified give the project team and stakeholders a road map and
guarantee that everyone is aware of what has to be done. In turn, success criteria provide
quantifiable standards for project completion. These standards provide the framework for
assessing the project's overall performance and direct choices about the distribution of resources,
setting priorities, and modifying the plan.

Impact analysis is yet another important component. It entails evaluating how every choice will
impact many facets of the project, including as schedules and resource usage. With the use of this
analysis, possible risks and dependencies are found and dealt with early on, strengthening and
enhancing the project plan.

The project plan's suggestions are supported by a comprehensive analysis that draws on the
effect analysis, deliverables, success criteria, cost/benefit analysis, and deliverables. Every
suggestion is based on the knowledge that the suggested course of action is consistent with
Dialog's overall business objectives. If a certain technology is suggested, for example, it is
because the cost/benefit analysis shows a good return on investment and the technology fits the
project's success criteria and deliverables.

The utilization of salient features from the cost-benefit analysis offers a coherent justification for
allocating resources and setting priorities. The analysis helps decision-makers decide where to
devote resources for optimum impact by providing justification for why particular project
components are considered necessary for success. The project plan's suggestions are also
supported by a detailed examination of the available data and the needs of the company.
Researching the selected technology and business sector is necessary to make sure that the
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solutions are not only sound technologically but also specifically designed to fulfill Dialog's
demands. To make sure that the ideas are practical and appropriate for Dialog's particular
environment, contextual elements particular to the company, such as its current infrastructure,
cultural concerns, and market dynamics, are also carefully taken into account. To ensure a well-
founded and justifiable line of action, the proposals in the project plan are essentially the
outcome of a thorough study that takes into account budgetary concerns, project objectives, and
the unique environment of Dialog.

(Source – Authors Work)

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4.3 Discussing the accuracy and reliability of the Implementation different Research
methods for the project planning process.

For competent decision-making and successful project outcomes, the precision and dependability
of the research methodologies employed throughout project planning are essential. To get
thorough and precise insights, choosing the right research methodology requires striking a
balance between the strengths and limits of each approach.

1. Quantitative Research

When it comes to producing data that can be analyzed and compared, quantitative research
techniques like surveys and statistical analysis are quite dependable. Large sample sizes are
possible with these techniques, and they can yield statistically significant findings that are useful
for deciphering broad trends and patterns. Surveys, for instance, may be used to determine
possible participation rates and consumer interest in Dialog's Smartphone Trade-In Program.
However, the quality of the survey design, the sampling strategies, and the response rates all
affect how accurate quantitative research is. Inaccurate findings may result from biased sampling
or poorly planned surveys.

2. Qualitative Research

Focus groups, interviews, and case studies are examples of qualitative research techniques that
offer profound insights into the underlying attitudes, motives, and actions of stakeholders. These
techniques are very helpful for thoroughly examining complicated topics and comprehending the
context of quantitative data. Customer focus groups, for example, might indicate potential
participation obstacles and disclose concerns about the trade-in procedure. The competence of
the researcher in carrying out and interpreting the study, as well as in participant selection, are
critical to the dependability of qualitative research. Subjective interpretations and small sample
numbers might induce biases; nevertheless, overall dependability can be improved by
triangulating qualitative conclusions with quantitative data.

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3. Secondary research

Analyzing pre-existing data from sources including academic studies, market evaluations, and
business reports is known as secondary research. This approach offers a thorough overview of
market circumstances and competitive landscapes while being economical and time-efficient.
Examining studies on consumer electronics trends and e-waste management techniques may help
Dialog make strategic decisions. The validity and applicability of the sources determine how
accurate and trustworthy secondary research is. It is crucial to assess secondary data
dependability critically since biased or outdated sources might result in erroneous assumptions.

4. Mixed Method

A mixed-methods approach that combines quantitative and qualitative methodologies can yield a
more thorough and precise knowledge of the study subject. Dialog may, for instance, employ
surveys to get quantitative information on the tastes and demographics of its customers and then
hold focus groups to get deeper into the concerns raised by the surveys. This method enables
greater in-depth analysis of the data and cross-validation of findings.

5. Data Triangulation

To cross-check and confirm results, data triangulation entails the use of several data sources and
methodologies. Triangulating data from focus groups, industry studies, and consumer surveys
may help Dialog increase the precision and dependability of its research. This approach lowers
the possibility of prejudice and offers a stronger basis for making decisions.

6. Pilot Testing

Prior to complete adoption, pilot testing research instruments and procedures can improve
precision and dependability. For example, before distributing the survey to a wider audience,
Dialog may carry out a pilot study to hone the questions and spot any problems. This first testing
aids in confirming the soundness of the study design and the validity and dependability of the
data that will be gathered.

In Conclusion, the precision and dependability of various research techniques utilized throughout
the project planning phase are essential for arriving at well-informed conclusions. Dialog can
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create a strong and efficient smartphone trade-in program that meets consumer requirements and
corporate objectives by carefully choosing and combining the right approaches, as well as by
critically analyzing and cross-validating data.

(Source: -Divya & Sreekumar, 2023)

[Space left intentionally]

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4.4 Assessing the Project recommendation that achieves the needs of dialog Lanka
Ensuring that the suggested tactics adequately address the goals of the organization and the
requirements of its stakeholders is a crucial aspect of evaluating the project suggestions for
Dialog's Smartphone Trade-In Program. Dialog's dedication to sustainability and corporate social
responsibility (CSR) is closely connected with the main recommendation of adopting a
smartphone trade-in program. The concept strengthens the company's reputation as a socially
conscious brand and helps its environmental initiatives by tackling the problem of electronic
trash. Additionally, the program seeks to increase client retention and loyalty, both of which are
essential for maintaining long-term company success. The program is well-positioned to assist
the company's larger ambitions, as seen by its alignment with key strategic objectives. A
thorough cost-benefit analysis shows that the project has the potential to generate large financial
gains. Through trade-in incentives, including discounts and special bundles, the scheme pushes
users to update their gadgets through Dialog, boosting income and driving sales. The anticipated
rise in client acquisition and retention justifies the expenditure in marketing, logistics, and
infrastructure renovation. Furthermore, reselling reconditioned electronics creates a new source
of income. According to the cost-benefit analysis and financial predictions, the initiative is both
financially feasible and likely to yield a positive return on investment. The project's emphasis on
e-waste reduction has a major beneficial environmental impact. Efficient elimination and
recycling of outdated cellphones mitigate the release of hazardous elements into the environment
and lower the need for raw resources. The environmental benefits are further enhanced when
new products are packaged in environmentally friendly ways. Assuring the responsible and
efficient achievement of environmental objectives is possible by collaborating with authorized e-
waste recyclers. A strong dedication to sustainability is evident in the program's design, which is
something that regulatory agencies and customers alike are finding more and more vital. The
project suggestions have been influenced by market research's understanding of consumer
preferences and habits. Providing a smooth and intuitive trade-in procedure in addition to
alluring incentives is probably going to increase client happiness. Key client concerns are
addressed by offering precise instructions and guaranteeing data security throughout the trade-in
procedure. Delivering a hassle-free and pleasurable experience may boost client loyalty and
improve the reputation of the company. Frequent feedback methods will ensure that the program
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stays in line with the needs and expectations of the users by allowing it to be improved
depending on user input. The project's operational components, such as technology integration,
infrastructure preparation for refurbishment, and logistical planning, have all been thoroughly
thought out. The strategy for implementation delineates the essential actions and assets needed to
build a seamless and effective workflow. It is ensured that all important aspects are covered by
the engagement of several stakeholders, such as marketing experts, logistics coordinators, and
refurbishing managers. Before implementing a plan on a large scale, pilot testing and staggered
rollouts can reduce risks and enable modifications. The project plan shows a thorough
comprehension of the operational difficulties and offers workable strategies to deal with them.
The project plan highlights possible risks and provides solutions to reduce them, such as worries
about data security and technological turnover. Retaining client trust requires investing in
cybersecurity measures and making sure data protection standards are followed. Mechanisms for
continuous improvement, such as frequent employee training and consumer feedback gathering,
will assist the program in adapting to shifting circumstances and improving over time. The
project suggestions for Dialog's Trade-In Program for Smartphones are thorough and well-
founded. They cover the company's operational viability, customer happiness, environmental
obligations, financial concerns, and strategic ambitions. Dialog may improve its market position,
cultivate consumer loyalty, and make a beneficial impact on environmental sustainability by
putting these ideas into practice. The project is well-positioned to meet the organization's goals
and provide substantial advantages to all parties involved.

(Source – Authors Work)

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4.5 Evaluating the project Planning recommendation made in relation to the needs of
Dialog Lanka and the accuracy and reliability of the research carried out.

Assessing the project planning suggestions for Dialog Lanka's Smartphone Trade-In Program
necessitates a thorough examination of how well these suggestions fit the strategic requirements
of the business as well as the precision and dependability of the data gathered.

The main suggestion, which is to establish a trade-in program for smartphones, is in line with
Dialog Lanka's dedication to environmental sustainability and corporate social responsibility
(CSR). By addressing the urgent problem of electronic trash, this project advances Dialog's
environmental goals and strengthens its standing as a socially conscious company. Long-term
business success depends on fostering client loyalty and retention, which is another goal of the
program. This project's congruence with strategic objectives indicates that it is well-positioned to
assist Dialog's more general aims.

One of the most important factors in assessing the recommendations is their financial
sustainability. A thorough cost/benefit analysis shows that the project has the potential to
generate large financial gains. Through trade-in incentives including discounts and special
bundles, the scheme pushes users to update their gadgets through Dialog, boosting income and
pushing sales. The anticipated rise in client acquisition and retention justifies the expenditure in
marketing, logistics, and infrastructure renovation. Reselling reconditioned electronics also
creates a new source of income. According to the cost/benefit analysis and financial predictions,
the initiative is both financially feasible and likely to yield a positive return on investment.

Another important consideration is the project's influence on the environment. The program's
emphasis on lowering e-waste through the appropriate disposal and recycling of outdated
cellphones lessens the need for raw materials and keeps dangerous compounds out of the
environment. The environmental benefits are further enhanced when new products are packaged
in environmentally friendly ways. Assuring the responsible and efficient achievement of
environmental objectives is possible by collaborating with authorized e-waste recyclers. A strong

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dedication to sustainability is evident in the program's design, which is something that regulatory
agencies and customers alike are finding more and more vital.

One of the main focuses of the project suggestions is customer happiness. The study, which
included focus groups and questionnaires, has yielded insightful information about the tastes and
habits of customers. Providing a smooth and intuitive trade-in procedure in addition to alluring
incentives is probably going to increase client happiness. Key client concerns are addressed by
offering precise instructions and guaranteeing data security throughout the trade-in procedure.
Delivering a hassle-free and pleasurable experience may boost client loyalty and improve the
reputation of the company. Frequent feedback methods will ensure that the program stays in line
with the needs and expectations of the users by allowing it to be improved depending on user
input.

The project plan has given careful consideration to operational viability. The technological
integration, infrastructure preparation for refurbishment, and logistical planning are all
meticulous and useful. It is ensured that all important aspects are covered by the engagement of
several stakeholders, such as marketing experts, logistics coordinators, and refurbishing
managers. Before implementing a plan on a large scale, pilot testing and staggered rollouts can
reduce risks and enable modifications. The project plan shows a thorough comprehension of the
operational difficulties and offers workable strategies to deal with them.

The strength of the suggestions is supported by the precision and dependability of the research
that was done. While qualitative approaches, like focus groups, offered deeper insights into
customer attitudes and possible impediments to participation, quantitative ones, like surveys,
supplied statistically significant data on customer preferences. These results were enhanced with
more comprehensive market trends and competitive insights from secondary research, such as
industry studies and market assessments.

In conclusion, the project planning suggestions for Dialog Lanka's Trade-In Program for
smartphones are strong and in line with the strategic requirements of the business. The
suggestions are practical from an operational, customer-focused, ecologically conscious, and
economical standpoint. These suggestions have a strong basis thanks to the exhaustive and

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trustworthy study that was done, guaranteeing that they are well-founded and have a good
chance of fulfilling Dialog's goals.

(Source – Authors Work)

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