A Managermanager observes that customers are not as happy as they used to be. heHe talks to the salespeople as unhelpful further discussion reveals that delivery dates are not kept. althoughAlthough the sales people inform customers when deliveries are going to be late, Thethe manager decides to conduct a literature review. He does this because he is busy and doesn't want to reinvent the wheel. AifIf someone has noticed this problem before, he wants to benefit from the results of their work. He goes to the local business school library to research what others have done.
He notes that there is plenty of information available on this problem. Previous Researchersresearchers have also noticed the problem, comecame up with hypotheses about the issue, and analyzed data to determine the validity of their hypothesishypotheses. From this, they have proposed solutions and recommendations to fix the problem.