Week 5 - Root Cause Analysis

Problem Statement
A significant number of associates at company XYZ are unable to find the applicable Lotus Notes databases, resulting in delayed processes and information retrieval.

Methods

An electronic survey was administered for associates to offer feedback regarding the process of searching for Lotus Notes databases required for job duties as well as for general organizational information.  After analyzing the reported data for trends relating to the categories below, 10 associates were selected - 5 of whom expressed a mostly positive/indifferent review and 5 of whom expressed a negative review- to then provide further information as to their reasoning for their report.  These conversations were conducted either through phone calls or email and asked the associate to elaborate, with examples if possible, as to why they reported what they did. 

Factors Influencing Performance

Resources:
·         Technology is not always consistent between associate computers (e.g., not all associates have the same/most recent version of LN)

Information:

·         Some departments send new associates an automate email with links to the basic databases (e.g., HR/Benefits, Travel Policy), but not all.
·         There is nothing  to aid associates in how to search for databases.

Motivation

·         After spending a lot of time attempting to search for information or databases, many associates get frustrated and give up trying to look when it is not something needed for a job duty.

Structure and Process

·         Some reported approving the structure of the HR Office Suite database in that it was easy to navigate to find either the information they needed or who to contact for further assistance. 
·         No logical organization to the databases in the search function, simply appear alphabetically.

Knowledge:
·         Associates do not understand how to search for databases and information in LN that they do not already have access to.

Week 4 - Performance Gap Analysis

Client

Company XYZ is a real estate investment trust in the multi-family housing industry with offices and communities residing all along the East and West coasts.

Background Information

Company XYZ uses IBM Lotus Notes (LN) for company email and also heavily relies on the database capabilities to house policies, procedures, and electronic forms for all different purposes.  In the 10+ years that XYZ has used LN, databases have grown and policies/procedures have changed, resulting in out-of-date information, a bogged down system, and confusion of what information takes precedence. Associate dissatisfaction with the functionality, maintenance, and navigation of LN came to light in Q1 of 2014 through regional town halls.

Methods

To obtain further insight regarding the specifics of the frustration with LN, data was gathered utilizing an electronic survey administered to all regional and corporate office associates (approximately 1,200 associates) with a response rate of 48%.  This survey consisted of 15 Likert scale questions and 3 open-ended responses.  The respondents expressed their frustration with finding databases they need for processes and finding databases that have information they are looking for.  They also expressed concern with information in the applicable databases not being up to date or matching information in other systems. 

Problem Statement

Associates are unable to find the applicable Lotus Notes databases, resulting in delayed processes and information retrieval.

Current State

Of the 576 respondents, 13% reported understanding how to search for databases in Lotus Notes.

Desired State

100% of associates should be able to easily and quickly search for required databases in order to efficiently perform their job duties.

Delta

Based on the sample of respondents, the percentage increase in database searching capabilities should be 87%.

Test Post

Hello!

This is a test post for EDUC 603 Instructional System Development II at UMBC.