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.