Client
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 In the 10+ years that XYZ has used LN, databases have grown and policies/procedures have changed, resulting in out-of-date information, a bogged down system, and confusion of what information takes precedence.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
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 StateOf the 576 respondents, 13% reported understanding how to search for databases in Lotus Notes.
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%.
Based on the sample of respondents, the percentage increase in database searching capabilities should be 87%.
Alyssa,
ReplyDeleteYou're off to a good start. Couple of things:
1) Your problem statement has an unnecessary clause in it which biases the entire presentation: A significant number of XYZ associates are unable to locate necessary information and databases via the Lotus Notes database functionality <>resulting in delayed processes and information retrieval and frustration for the associate.
You'll want to remove it.
2) The current and future states are a bit murky, in which you discuss a frustration index, the ability of individuals to locate information, AND the performance of the database. Tighten this up so you are focusing on one specific behavior among one specific population.
Then, email me when you are ready for a second review. Cheers!
~jeannette