GARTNER公司BPR项目完整资料17

5950CanogaAvenue,Suite600,WoodlandHills,CA91367OrganizationalChangeReadinessSurveyResultsPreparedonBehalfofSTATEOFARIZONADEPARTMENTOFREVENUEBusinessReengineering/IntegratedTaxSystemsProject(BRITS)PhaseI12October2000StateofArizonaDepartmentofRevenueOrganizationalChangeReadinessSurveyResultsEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract17.doc12October2000—Page11.INTRODUCTIONAspartoftheArizonaDepartmentofRevenue’s(DOR)BusinessReengineering/IntegratedTaxSystem(BRITS)ProjectPhaseI,GartnerConsultingconductedanOrganizationalChangeReadinessAssessmentSurvey.ThepurposeofthesurveywastogatherinputfrommanagersandstaffthroughouttheDepartmentontheareasthatarecriticaltoDOR’ssuccessinmovingtoamorecustomer-focusedserviceapproach.TheresultsofthissurveywereintendedtohelpidentifytheareasthatmayneedattentionwhilemovingtowardtheDepartment’svision.Thesurveycategorieswereasfollows:•CustomerOrientation:Theorganization’sfocusonthecustomerasshownbyitsgoals,thecustomer’sroleinserviceimprovementprocessesandemployees’understandingofthecustomer.•LeadershipandQuality:Communicationandunderstandingofmission,visionandvalues,andtheextenttowhichqualityandprocess/serviceimprovementisinfusedthroughouttheorganization.•Innovation:Theorganization’sabilitytotakerisksandencouragecreativity,itsreceptivenesstochangeatalllevels,itsabilitytochangeeffectively,andthebreadthofunderstandingoftheBRITSproject.•Communication:Theeffectivenessofcommunicationamongvariouslevelswithintheorganization.•EmployeeInvolvement:Theextenttowhichemployeesparticipateinimprovingworkprocesses,providingleadership,andprovidinginputbeforemanagementdecisionsaremade.•Teamwork:Theorganization’suseofteams,cross-functionalcooperation,andincentivesforteamwork.•Training/CareerDevelopment:Theextentofemployeetrainingrelatedtocurrentassignments,careeradvancementopportunitiesandspecificemployeetrainingneeds.•JobSecurity/CommitmenttoWorkforce:Theorganization’sabilitytocommunicatewithemployeesaboutchangesthataffectemployment,andit’sabilitytoretrainorprovideguidancetoimpactedemployees.•PerformanceMeasures:Theextenttowhichtheorganizationmeasuresitsperformanceagainsttargets,overtimeandagainstotherorganizations.Eachoftheseareasiscriticaltoanorganization’sabilitytosuccessfullyimplementchange.QuestionsineachcategoryweredesignedtotestemployeeperceptionofhowwelltheDepartmentperformsineacharea.SurveyparticipantswereselectedbyGartnerinordertoprovideagoodcross-sectionofpeoplefromallDivisions.Thesurvey,containing56questions,wasconductedthroughe-mailandStateofArizonaDepartmentofRevenueOrganizationalChangeReadinessSurveyResultsEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract17.doc12October2000—Page2participantshadoneweektorespondtothesurvey.177surveysweredistributed,and100werereceivedduringtheresponseperiod.GartnerConsultingcompiledandanalyzedtheresponsestoeachquestion.Eachquestionwasthengivenoneofthreecolorcodesbasedontheresponses:•GreenindicatesthattheDepartmentisdoingwellinthetopicareacoveredbythequestion,andhasamplecapabilitiesinthearea.•YellowindicatesthattheDepartmentmayneedtobuildadditionalcapabilitiesinthisarea.•RedindicatesthattheDepartmentneedstobuildgreatercapabilitiesinthisareainordertosuccessfullyimplementchange.Overallsurveyresultsareprovidedinthisdocument.Detailedsurveyresultsareprovidedunderseparatecover.2.CHANGEREADINESSASSESSMENTRESULTSSUMMARYWhilethedetailedsurveyresultsareprovidedunderseparatecover,followingistheoverallassessmentforeachcategory:CategoryReadinessAssessmentCustomerOrientationGreenLeadershipandQualityGreenInnovationYellowCommunicationYellowEmployeeInvolvementYellowTeamworkGreenTraining/CareerDevelopmentGreenJobSecurity/CommitmenttoWorkforceRedPerformanceMeasuresGreenThetableaboveshowsthatemployeesperceivethattheDepartmentperformswellinmanyoftheareasthatarecriticaltochange.TheDepartmentisparticularlystronginthefollowingareas:•CustomerOrientation:SurveyrespondentsfeelthatDepartmentemployeesknowwhotheircustomersare,andthattheorganization’sgoals,servicesandworkprocessesarefocusedonmeetingcustomerneeds.•LeadershipandQuality:MostsurveyrespondentsfeelthatemployeesunderstandtheDepartment’smission,visionandvalues,andthatmanagersencouragequalityandimprovementinservicesandprocesses.StateofArizonaDepartmentofRevenueOrganizationalChangeReadinessSurveyResultsEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract17.doc12October2000—Page3•Teamwork:Mostsurveyrespondentsfeelthatdifferentworkunitscooperatetogetthejobdone,andteamsareusedwhenappropriate.•Training/CareerDevelopment:Mostsurveyrespondentsfeelthatemployeesreceivetheformalandinformaltrainingtheyneedtodotheirjobseffectively•PerformanceMeasures:WhilemostsurveyrespondentsarenotfamiliarwiththeDepartment’sperformancemeasures,manyfeelthatworkprocessesareregularlyassessedandthatoutcomemeasuresareusedtoassesstheorganization’soverallperformance.TheDepartmentshouldconsiderbuildingcap