关于“现状”分析的调查问卷.docx
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1、编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第31页 共31页“As-Is现状” Analysis Questionnaire分析调查问卷访谈地点 / 部门Site / Unit Visited :Date日期 :访谈人员Interviewer :被访谈人员Interviewee :Sample例子Team Leader 人数?1. 请描述信息技术部门的组织结构Please describe the IT organization structure ( Organisation Chart with leaders name and headcount带有领导姓名和具体
2、工作人员人数的组织结构图)?2. Please discuss the roles and responsibility of each position according to the organisation chart.请描述组织结构图中人员的角色或职位以及相应的职责。Position角色或职位Roles & Responsibility相应职责What is the turn-over rate annually?年人员流失率是多少?o Less than少于5%o 5% - 10%o 20% - 30%o Higher更高Reason for leaving流失原因: :3. Wh
3、at level of the turn-over rate annually, less than 5%, 10%, 20%, 30% or higher? What are the main reason for IT personnel staying or leaving?o 5%o 10%o 20%o 30%o HigherReason: 4. Who defines business requirements for the IT department? How about the detail level? How are business requirements commun
4、icated to IT department?5.6. What are the major tasks and services does the IT organization provide?信息技术部门的主要任务或主要提供的服务是什么? Any service or support provided to other entities对?公司外的其它任何实体提供服务吗?IT Team信息技术组Major Tasks and Services主要任务和服务Service Receiver服务接受方7. 请描述信息技术部门和其它用户部门之间关于业务需求/变革需求/应用程序支持和反馈信息等
5、等的沟通渠道。请描述目前信息技术部门和其它用户部门之间的协作关系。有否签定过服务协议?Please describe the communication channels between IT organization and other user departments in terms of business needs, change request, application support and feedback channel. How do you describe the current relationship of IT organization with user dep
6、artments? Is there a service agreement? 最低Lowest 最高HighestService agreement服务协议Communication Channel沟通渠道Satisfaction level满意程度Business needs业务需求 Change request变革需求 Application support应用程序支持 Feedback channel信息反馈 How often do you meet with user departments to define / refine their requirements? How of
7、ten are business requirements changed?FrequencyMeet with User DepartmentBusiness Requirements ChangedDailyWeeklyMonthlyYearlyMixedNever8. From the view of IT personnel, how do you evaluate the current IT services?作为一个信息技术部门的工作人员,您如何评价目前的信息技术服务? Unresponsive迟钝型Reactive反应型Co-operative合作型Proactive主动型Co
8、mprehensive理想型 Service levels not defined未定义服务水平 Little or no service activity at customer / user site在用户处有少量或没有服务 Responsibility questioned for every problem对每个问题的出现没有清楚的职责划分 Service levels defined but quality varies in practice服务水平有所定义,但是质量各异 Service provided from staff pool with limited continuit
9、y员工单兵作战,服务持续性有限 Help Desk exists具有帮助服务台 Ownership accepted for limited, defined set of problems有限的,预定义好的一些问题有职责划分 On site visits only in emergencies只在紧急情况时下现场 IT sets service standards信息技术部门规定服务标准 Service levels defined and measured服务水平有所定义,并可以进行评估 Single points of contact provided with good continu
10、ity个别的服务联系具有较好的持续性 Ownership accepted for most problems大多数问题具有职责划分 On site visits only by customer/user request只在用户提出请求时下现场 Joint setting of service standards与用户联合制定服务标准 Service levels defined, measured and tracked to show trends服务水平有所定义,可进行评估并可进行跟踪分析 Distributed help centre分布式服务中心 Technical support
11、 integrated with business area集成了业务领域的技术支持 Regular on site visits by technical personnel技术人员定期下现场 Quick response to customer /user queries针对用户需求的快速反应 Programs for continuous improvement of service levels具有一系列程序以保障服务水平的持续增长 Remote diagnostic capabilities远程诊断能力 Aggressive search for problem resolution
12、, regardless of fault无论有否错误,都主动进行问题解决方案的研究 Multi-functional service team established建立多功能服务组 Help Desk and user training incorporated into overall service plan在总体服务计划中并入帮助服务台和用户培训9. How do you contribute your idea? Is it easy to communicate with others?10. How does IT department select hardware and
13、software vendors?信息技术部门如何选择软硬件供应商? Does the corporate/local IT strategy provide any guideline on this?全公司或本地信息技术部门的战略是否为此提供一些指导方针? 11. Who are the major hardware / software vendors in relation? 目前的软硬件供应商有哪些? How do you describe the relationship with them? 与他们的关系如何?Are there any service agreements?有否
14、签定服务协议?Vendors供应商Relationship相互关系Service agreement服务协议12. Please describe the process of IT budget release/ control/ approval (incl. related personnel, budget classification such as project development, operations and training). 请描述信息技术部门预算的提请、控制和批准的流程(包括与之有关的人员信息,预算的分类,例如,项目开发、运作和培训等)。 And what are
15、 the concerns or factors when requesting and getting the annual IT budget approved?在信息技术部门年预算的提请和批准过程中,将考虑什么样的因素?已经提供现状流程图,本题可不用回答。Sample例子13. Who initiate and own the global / local IT projects?谁发起并拥有全球型,区域型和本地型信息技术项目?IT Projects信息技术项目Business Impact业务的影响IT impact信息技术的影响Initiator发起者Owner所有者Current
16、Status目前的状态Global全球型Regional区域型Local本地型14. Whats the impact (whats the foreseeable impact) of the mergence with Chrysler to the current IT organization and strategy?戴姆勒和克莱斯勒合并之后对目前的信息技术部门的组织和战略有着什么样的影响(可预见性的影响)?15. What is the main existing issue(s) about the IT organization and its effectiveness? 目
17、前,在信息技术部门的组织和工作效率方面有着什么样的主要问题?From the view of an IT personnel, regarding the performance of IT organisation:作为一个信息技术部门的员工,对于目前信息技术部门组织的绩效:Whats the one “area” do you satisfy most?您最满意的是哪一点?Whats the one “area” do you want to improve or change immediately?您认为应该立即提高或变革的是哪一点?How do you contribute your
18、 idea? Is it easy to communicate with others?您如何提供您的意见?与其它同事交流方便吗?What is the on-going and planned IT strategy for global, regional and local? 有哪些正在进行或已列入计划的全球型,区域型和本地型信息技术战略?How is the direction set for IT within the company in terms of investment levels, technology directions and project prioritiz
19、ation.从投资水平,技术方向和项目优先级的角度来考虑,在公司内部是如何为信息技术的发展制定方向的呢?Strategy/Initiative/Project战略/发起/项目(e.g. Well-kom, Star Network, IT concept)(例如,Well-kom, Star Network, IT concept)Key Objective关键目标Investment投资 ($)Coverage范围Owner所有者Global:全球型Regional:区域型Local:本地型Who defines business requirements for the IT organi
20、zation and how are these communicated to IT organization? 谁为信息技术部门确定业务需求?这些需求是如何与信息技术部门沟通交流的?How often do you meet with user departments to define / refine their requirements? 信息技术部门多长时间与用户部门会谈以确定或重新确定他们的需求?16. What is the current IT strategy/guideline for global, regional and local? Who are the ini
21、tiatives and owners?Strategy/GuidelineInitiativesOwnersGlobalRegionalLocal17. How is the direction set for IT within the company in terms of investment levels, technology directions and project prioritization.Investment ($)CoverageKey ObjectivesWellkomStarnetworkIT conceptHow do these business requi
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