GARTNER公司BPR项目完整资料16

StateofArizonaDepartmentofRevenueBRITSPhaseIProjectOrganizationalChangeReadinessSurveyEntirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.16.doc29August2000Page1MessagetoSurveyParticipantsfromDirectorMarkKillian:Asyouareaware,theGartnerconsultantshavebeenworkingforthelastseveralmonthsandarenearingtheendoftheBRITSPhaseIProject(preliminaryplanningphase).Aspartoftheprojectscope,theconsultantshaveconductedanassessmentofthecurrentinformationtechnologywithinADOR.Further,theyhavestudiedthebestpracticesofotherstaterevenueagenciesandhavealsoidentifiedfutureemergingtechnologies.ItisevidentfromthisworkthatADOR,asanorganization,willneedtomanagechangetosuccessfullymigratetoafuturetechnology.YourinputwillhelpusdeterminehowpreparedADORistomakethechangesweneedtobecomemorecustomer-focused.Thissurveyasksforyourinputinthosekeyareasthatarerequiredforsuccessfulchange.Yourinputisessential,soplease,takeafewminutestofilloutthesurvey.Thanks,MarkK.************************************************************************************To:SurveyRespondentsFrom:GartnerConsultingTheArizonaDepartmentofRevenue(DOR)hasinitiatedtheBusinessReengineering/IntegratedTaxSystem(BRITS)Project.DuringPhaseIofthisproject,DORisdevelopingavisionforhowbusinesswillbeconductedinthefuture,andisdevelopingaprocurementdocumenttobeusedinprocuringautomatedsystemstosupportthenewbusinessmodel.TheDepartmenthasretainedGartnerConsultingtoassistwiththisproject.Aspartofthisproject,weareconductinganOrganizationalChangeReadinessAssessmentSurvey.ThepurposeofthesurveyistogatherinputfrommanagersandstaffthroughouttheDepartmentontheareasthatarecriticaltoDOR’ssuccessinmovingtoamorecustomer-focusedserviceapproach.ThissurveywillhelpusidentifytheareasinwhichDORisready,andtheareasthatmayneedattentionwhilemovingtowardtheDepartment’svision.YouwereselectedatrandombyGartnertoparticipateinthisDepartment-widee-mailsurvey.YourresponseswillbeforwardeddirectlytoGartner,andyourresponseswillbeconfidential.GartnerConsultingwillaggregatetheresponsesandreporttheresultstoDOR'sBRITSProjectManagerandDepartmentexecutiveleadership.IndividualresponseswillNOTbereported.Thesurveyhas56questionsandwilltakeapproximately15minutestocomplete.Thankyouinadvancefortakingthetimetorespondtothissurvey.PleaserespondbyMonday,October9,2000.StateofArizonaDepartmentofRevenueBRITSPhaseIProjectOrganizationalChangeReadinessSurveyEntirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.16.doc29August2000Page2SURVEYINSTRUCTIONS:1.ClicktheREPLYbuttonwithinOutlooktoreplytothismessage.2.TypeanXinthebracketsnexttoyourresponseforeachquestion.Pleasedonottypeoutsidethebracketsoralterthebracketsinanyway.3.Aftertypingyourresponsetothelastquestion,clicktheSENDbuttonwithinOutlooktosubmityourcompletedsurvey.DEFINITIONS:Severalquestionsrefertomanagers,supervisors,teamleadersorcustomers.Usethefollowingdefinitionswhenansweringquestionsreferringtotheseterms.Managers:Thoseinmanagementorexecutivepositionswhosupervisefirst-linesupervisorsandteamleaders.Supervisors:First-linesupervisors;typicallythosewhoareresponsibleforemployees’performanceappraisalsandapprovaloftheirleave.TeamLeaders:Notofficialsupervisors;thosewhoprovideday-to-dayguidanceinconductingworkprojects,butwhichdonotinvolvesupervisoryresponsibilitiesorconductingperformanceappraisals.Customers:Anyonewhousesorreceivestheproductsorservicesthatyourorganizationprovides;mayincludeindividualswithinyourorganizationandindividualsoutsideyourorganization.************************************************************************************Tocompletethesurvey,pleaseclickREPLYnow,andprovideyourresponsetoeachstatementbelow.CustomerOrientation1.Employeeshaveagoodunderstandingofwhotheircustomersare.1–StronglyAgree2–Agree3–NeitherAgreenorDisagree4–Disagree5–StronglyDisagree2.Theorganization’sgoalsareaimedatmeetingcustomerexpectations.3.Employeesusesuggestionsfromtheircustomerstoimprovethequalityofproductsandservices.4.Servicesandworkprocessesaredesignedtomeetcustomerneedsandexpectations.5.Customersareinformedabouttheprocessforseekingassistance,commentingand/orcomplainingaboutproductsandservices.6.Customershaveaccesstoinformationaboutourservices.7.Therearewell-definedsystemsforlinkingcustomerfeedbackandcomplaintstoemployeeswhocanactonthisinformation.StateofArizonaDepartmentofRevenueBRITSPhaseIProjectOrganizationalChangeReadinessSurveyEntirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.16.doc29August2000Page3LeadershipandQuality8.Managerscommunicatetheorganization’smission,visionandvaluestoemployees.9.Managersdemonstratethatqualityisimportantintheirday-to-dayactivities(forexample,holdmeetingstodiscussqualityissues,interactwithcustomers).10.Managersencourageimprovementthroughouttheorganization.11.Managersfollowuponemployeesuggestionsforimprovementsinservicesandworkprocesses.12.Managerssetchallengingandattainableperformancegoals.13.Employeeshaveanunderstandingoftheorganization’smission,visionan