Problem Statement: Associates
are unable to find the applicable Lotus Notes databases, resulting in delayed
processes and information retrieval.
Conclusions from Front End Analysis: The front end analysis uncovered several factors including out of date software, out of date databases and information, and no logical organization to the database structure. The recommendations for these root causes have been presented to the client and are being acted on accordingly with no further involvement from the consultant.
The front end analysis also presented
items that may require a training intervention: associates do not understand
how to search for databases and information in Lotus Notes that they do not
already have access to.
A training needs analysis was conducted
to identify the training needs for associates to be successful in this
task. It sought to identify:
-
What databases and information associates typically
need
- What knowledge and skills associates typically struggle
with or lack
|
Input
|
Purpose
|
Method
|
|
2014 IT Help Desk Requests
|
Determine what information and databases are
typically requested and how frequently
|
Data Analysis
|
|
Interview with associates
|
Determine the skills and knowledge
associates struggle with or lack
|
Survey
|
2014 IT Help Desk Requests
Data of year-to-date IT Help Desk requests was
pulled for all items relating to Lotus Notes. The purpose of this was to see who submitted these
requests (new associates vs tenured, certain job functions, etc.), what the
most common requests were for Lotus Notes, and how frequently these requests
occurred. This data would provide more
insight as to what information and assistance associates were needing and if
this was something that could be resolved through training.
Associate Survey
Surveys were conducted via
Survey Monkey with a spectrum of associates representing each functional group,
job level, level of tenure with the company, and familiarity with Lotus
Notes. The goal behind this instrument
was to get a deeper perspective of what associates use Lotus Notes for, what
they do when they need to find information or a database, their general
attitude toward the system, etc.
Questions and discussion
points included:
1.
List the primary functions you use in Lotus
Notes.
2.
List the databases you rely on the most.
3.
Of those most regularly used databases, how
frequently do you use them?
4.
Of those databases you use most, how did you
receive access to them?
a.
Searched for myself
b.
Another associate (including IT) sent the
database link
c.
Other
d.
A combination of all of the above
5.
If you cannot find information or a database you
need, how do you handle it?
a.
Ask another associate to send the database link
b.
Submit an IT Help Desk request
c.
Continue trying to search on your own
d.
Give up
e.
Other __________________________________
6.
Do you know of any resources (e.g., videos,
quick reference guides) to assist with using Lotus Notes?
a.
Yes
b.
No
7.
Using the scale below, rate the ease of finding
information and databases in Lotus Notes
1 –
Extremely Difficult
2 –
Difficult
3 –
Neutral
4 – Easy
5 –
Extremely Easy
8.
If you could change something about Lotus Notes,
what would it be?
9. Any
other comments you would like to provide about Lotus Notes?
Results
2014 IT Help Desk Requests
Upon reviewing the data
gathered regarding Lotus Notes linked requests, the following was found:
·
Year-to-date 17% of all help desk requests have
been Lotus Notes related.
·
There was no significant difference in the
number of help desk requests submitted across functional groups.
·
At least 4 Lotus Notes related requests were
submitted per business day.
·
Of these requests, 32% were related to
assistance in searching for a database or requesting access to a database.
Associate Survey
·
The primary uses of Lotus Notes ranked as
follows:
1.
E-mail & Calendar
2.
Databases
3.
Instant Message
·
The databases used most ranked as follows:
1.
Travel & Expense
2.
Community Information
3.
Procurement
4.
Asset Management
5.
HR Office Suite
·
41% of respondents said they use databases
daily, 33% reported using databases weekly, and 26% reported using them
irregularly
·
73% said they received access to a database from
another associate (including IT), 21% said they accessed a database from
searching on their own, 6% reported other
·
87% reported that if they cannot find
information or a database on their own that they either ask another associate
or submit an IT Help Desk request.
·
90% reported not knowing of any resources to
guide them through using Lotus Notes.
·
89% of respondents reported the ease of finding
databases and information as difficult or extremely difficult
·
93% of respondents reported wanting to change
something related to usability (e.g., search function for databases and
e-mails, user interface, etc.).
Findings
Currently there is no
publicly dispersed resource, other than the IT Help Desk, that associates can reach
for to assist them in navigating Lotus Notes.
A majority of associates reported having difficulty using Lotus
Notes. Typically if associates are
looking for information or a database and cannot find what they need, then they
reach out to someone else for help, which may result in higher help desk volume
for IT and distractions for other associates.
There clearly is a need for some
guidance as to how to navigate and successfully use Lotus Notes, especially
when it comes to finding information.
Recommendations
Based on the data
collection and findings, the following are recommendations to minimize this
performance gap:
·
Create short web-based videos that associates
can access through the LMS and watch as needed to see how to perform a function
in Lotus Notes.
·
Offer job-aids for associates to use to walk
themselves through the steps to complete a task
·
Schedule monthly “Lunch and Learns” where in an
informal setting associates can see Lotus Notes demonstrations and ask
questions
·
Have IT evaluate if Lotus Notes can be
customized for a more intuitive user interface for increased usability.
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