Front End 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  In the 10+ years that XYZ has used LN, databases have grown and policies/procedures have changed, resulting in out-of-date information, a bogged down system, and confusion of what information takes precedence.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.

Performance Gap Analysis: Currently 13% of respondents reported understanding how to search for databases and information in Lotus Notes.  In the future, 100% of associates will understand how to search for databases in LN.

Factors Influencing Performance: The following elements have been identified as potential influences in this performance gap:

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.

Findings & Recommendations

Factors Findings Recommendations Resources Technology is not always consistent between associate computers (e.g., not all associates have the same/most recent version of LN) Have IT run diagnostics of which computers are out of date, and do a mass push of updates to all computers so they're all alike. Information Some departments send new associates an automate email with links to the basic databases (e.g., HR/Benefits, Travel Policy), but not all. As part of onboarding, have a mass list of all positions & applicable/necessary databases & systems access, so this information is automated & sent to the new associate on their first day of work. There is nothing  to aid associates in how to search for databases. Create a short tutorial or job aid demonstrating the different ways associates can search for databases and information in LN. 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. Inform associates that the company is aware of the frustations with LN and is addressing the problem with potential solutions from this list. 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.   Determine what it is about the structure of the HR Office Suite database that associates prefer, and see if there's a way to copy this structure into other databases. No logical organization to the databases in the search function, simply appear alphabetically. Create a file-type organization to the databases where associates can click on the overall topic, say Financial Services and drill down to the subtopics and databases within that. Knowledge Associates do not understand how to search for databases and information in LN that they do not already have access to. Create a short tutorial or job aid demonstrating the different ways associates can search for databases and information in LN.
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