Yorizon conducts IT customer feedback surveys among different user and customer groups within Alfa Laval’s corporate IT environment. Together with Alfa Laval, Yorizon created a research process for three customer groups; IT end users, IT administrators and IT clients (strategic internal clients of corporate IT).
The subjects for the IT end users comprise of applications, quality and availability of workplace services, IT communication and IT staff. The IT end user survey is conducted every quarter, where Yorizon surveys ¼ of the IT end users globally. In this way Alfa Laval is being able to get a real pulse of what is going on while only having to ask the IT end user once a year about their experience and expectations towards IT. Yorizon takes care of sampling, programming of the online questionnaire in different languages, inviting the IT end users and monitoring responses. The results are reported via YORT which is the Yorizon dashboard, based on QlikView technology.
Roger Bengtsson, Head of Service Delivery, Corporate IT: “With the results we are able to drill down on regions, countries, different user groups etc. while being able to get insights into the satisfaction, the developments over time, the performance of different business applications and the priorities. Additionally, we can compare our performance with Yorizon’s benchmark data. Yorizon also create a report in PowerPoint with all findings, conclusions and recommendations clearly identified which is helpful when presenting the highlights internally.”
For the administrator survey, Yorizon defined a yearly survey among the local IT contacts who are in contact with corporate IT. The way of conducting the survey is very similar to the IT end user survey, except the subjects and the segments are customised for this ‘customer’ group. The third group comprises the strategic customers of Alfa Laval Corporate IT. This survey is executed on an annual basis within the key stakeholders, like business unit directors, regional heads, country heads etc.. The subjects of the research are focused on three areas:
- Business alignment
This survey is also done via an online questionnaire with a connection to the QlikView based dashboard YORT. We started this process in early 2012 and we are now in the process of combining the different results for our action plans. This survey is a must-have and very valuable for our corporate IT organisation.
About Alfa Laval:
Alfa Laval focuses on energy optimisation, environmental protection and food production through technological leadership in heat transfer, separation and fluid handling. With more than 300 patents, Alfa Laval covers the globe with worldwide solutions to areas vital to society. Alfa Laval’s worldwide organisation helps customers in nearly 100 countries to optimise their processes. Alfa Laval has 28 major production units (15 in Europe, 8 in Asia, 4 in the US and 1 in Latin America). The company has some 16,000 employees, the majority of whom are located in Sweden, Denmark, India, China, the US and France.