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ITIL :: View topic - Survey Questionnaire on Change Management To User Community
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Survey Questionnaire on Change Management To User Community

 
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Galini81
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Joined: Jul 01, 2010
Posts: 1

PostPosted: Thu Jul 01, 2010 7:30 pm    Post subject: Survey Questionnaire on Change Management To User Community Reply with quote

Hi

I need to run an end user customer satisfaction survey/questionnaire to approx 10,000 users about their perception of the change process and tools we provide them with. We want to capture issues they experience and gather positives and negatives about the tool/process and provide us with suggestion points.

Can anyone give me some ideas about questions we should ask that are not too leading around change management process and tools. Are there any links to existing surveys on the net?

The target audience is going to be people who raise RFCs, people who plan tasks, people who may approve the change.

Many thanks
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3298
Location: London, UK

PostPosted: Fri Jul 02, 2010 1:05 am    Post subject: Reply with quote

What is your favorite color
What is your quest
what is the average speed of a cocanut laden swallow
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Jul 02, 2010 3:08 am    Post subject: Reply with quote

0. Why do you think we would know more about what you need to ask than you do?

1. You have ten thousand people raising RFCs??????? How do you manage priorities?

2. you cannot gauge customer satisfaction by asking users. You need to ask customers.

3. You have ten thousand users who understand the change process????? Half the IT people I know have not got that far yet.

4. I think you are mixing satisfaction survey and improvement process in what you describe. You would do well to clarify your objectives.

5. You have given ten thousand people access to change process and tools???? How do you manage authorization?

6. Clarifying your objectives will lead towards identifying what you want to find out and thus to what you need to ask or otherwise determine.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Timo
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Sat Jul 03, 2010 1:35 am    Post subject: Reply with quote

Don't forget to include:

d) Change Management?! What is Change Management?
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Murphysbone
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Joined: Jul 24, 2008
Posts: 13
Location: Newbury

PostPosted: Mon Oct 04, 2010 9:27 pm    Post subject: Reply with quote

You have 10,000 users of the Change Process !? Shocked

Q: Which way up do you want to be crucified !!?
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tstomczak
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Joined: Nov 09, 2010
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Location: North Carolina

PostPosted: Wed Nov 10, 2010 3:19 am    Post subject: Reply with quote

Since no one really answered your question, here is one I created... At least it's a starting point...

Change Management Questions – Feedback Survey

Please answer the questions below and help us make Change Better!

1. It is easy to initiate a change within our Change Management process Y/N ___________
2. There is timely communication back to the Change Initiators on any additional information required for the RFC Y/N ___________
3. If a Change request is rejected, the Change Manager or delegated authority, always communicates the reasons why to the submitter. Y/N _____________
4. There is effective feedback from the Change Manager / Change Coordinator as the RFC goes through the lifecycle Y/N ______________
5. We are invited to CAB meetings as required Y/N __________________
6. Changes are implemented on a timely basis Y/N __________________
7. Change Management delivers value Y/N ______________
8. Change Management exists as a standardized and repeatable process across our organization Y/N ________________
9. The questions that drive the change type are effective and don’t require any updates / changes Y/N ___________________
10. Clear roles and responsibilities have been identified, defined, documented and appointed for the Change Management Y/N _______________________
11. We are invited to participate in Post Implementation Reviews Y/N _____________
12. A Change authorization model defines what level of authorization is required for the different Change categories. There is a defined and documented authorization model Y/N __________
13. Priority for the submitted Change Request is determined through the assessment of the Change impact and urgency. There is a priority model to support this Y/N _______________
14. Test results and evidence of a back out plan are mandatory for all non-urgent Changes; these are reviewed before a Change is implemented Y/N ________________________
15. Policies exist within Change Management that defines the mandatory criteria for successful and unsuccessful Changes Y/N ________________________


For any question that you would like to elaborate on, please do so and include your response on this document. Please include the question number you are commenting on.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 10, 2010 9:20 pm    Post subject: Reply with quote

tstomczak,

in the main these are interesting questions. However they are focussed on governance and audit perspectives and I see little scope for gleaning satisfaction levels from the responses to any of them.

Take question one:
to determine satisfaction levels with the ease of use of the change request facility, you need to ask something like "how easy do you find it to use this system?" and provide a scale for the responses.

I think that the most promising of the list. Question 15, for instance is a question of fact and, at most, can determine how generally known the fact is. This may be useful information, but is not about customer satisfaction.

The only proper starting point for such a survey is a clear definition of its objectives, including what kind of actions can be taken in response to the findings. Once you have this the questions begin to form themselves and simply need to be crafted for comprehension and clarity.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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