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  1. Surveys
  2. 2013
  3. January
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  5. GDBS Employee Satisfaction 2013 with BSS

GDBS Employee Satisfaction 2013 with BSS

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Thank you for taking a few minutes to participate in the Global Diageo Business Services (GDBS) employee satisfaction survey. Each question is tied to a specific action and accountability, ensuring your needs directly affect GDBS priorities. Please let us know how we're doing and anything you'd like us to do differently.

Thank you very much for your time and support. Please start the survey now by clicking on the Continue button below.
 
 
 
Please provide your email address so we can personally follow up on any issues you may have (Optional).
   
 
 
 
Please select the geography where you are based.
 
 
 
Please select your market.
 
 
 
Please select your market.
 
 
 
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Please select your market.
 
 
 
Please select your country.
 
 
 
Please select your business function.
 
 
 
Please select your market or location.
 
 
 
Please select your market.
 
 
 
Please select your business unit (If you do not belong to one of the below business units, or are unsure, please select "none of the above" option).
 
 
 
Please select your site.
 
 
 
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Please select your site.
 
 
 
Please select your site.
 
 
 
Please select your site.
 
 
 
Please select your user type.
 
 
Regarding your Diageo-provided personal or shared computer, please indicate your level of agreement with the following:
Strongly agree Agree Neutral Disagree Strongly disagree
Functionality - my computer does what I need it to do in order to perform my job.
Reliability - my computer works the way it's supposed to (consistently, quickly, without crashing).
 
 
Please indicate your level of agreement with the following statements (If you do not have access to any of the below products, please select N/A):
Strongly agree Agree Neutral Disagree Strongly disagree N/A
My office phone does everything I need in order to do my job.
Video conferencing is a useful tool and works reliably.
The Diageo provided mobile device (Smartphone, Blackberry) I use for work does what I need in order to do my job.
Being able to access my Diageo information on my personal mobile device enables me to do my job more effectively.
My Outlook email performs effectively and reliably.
 
 
Please indicate your level of agreement with the following statements (If you do not have access to any of the below products, please select N/A):
Strongly agree Agree Neutral Disagree Strongly disagree N/A
The internet in my office performs reliably and does what I need in order to do my job.
If wireless is available in your office, it performs effectively and reliably.
Diageo Remote Access (RAS) performs effectively and reliably.
 
 
 
Regarding your Diageo computer, phone and connectivity (internet, network, RAS, etc.), please let us know anything you would like to see continue, start or stop.
   
 
 
 
Please select all of the systems you have used in the past six months.
 
Mosaic
 
Concur
 
SAP DEP (Diageo Enterprise Planning)
 
SAP PLM (Product Lifecycle Management)
 
SAP APO (Advanced Planning)
 
SAP BW (Business Warehouse)
 
SAP HR (Human Resources)
 
SAP CRM (Customer Relationship Management)
 
Other Enterprise Resource Planning (ERP) systems (SUN, Flexline, JDE, Replica, Navision, SAP VCAU)
 
Visibility Analytics (North American instance of Microstrategy)
 
BPM (global instance of Microstrategy)
 
Manugistics
 
Directum (Russia)

 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
Mosaic helps me find the information I need more quickly than the old intranet.
Mosaic makes it easier to connect and collaborate with Diageo colleagues globally.
Mosaic performs reliably and is available during critical business periods.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
Concur does what I need in order to manage my expenses.
Concur is accessible and reliable.
I receive Concur support in the way and time I need.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree N/A
SAP DEP does what I need in order to do my job.
SAP DEP performs reliably and is available during critical business periods.
SAP DEP response time is acceptable.
SAP DEP technical support is responsive and effective.
SAP DEP support from my local Business Support Network (Super users within the business) is responsive and effective.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
SAP PLM does what I need in order to do my job and performs reliably.
SAP PLM response time is acceptable.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
SAP APO does what I need in order to do my job and performs reliably.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
SAP BW does what I need in order to do my job and performs reliably.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
SAP HR does what I need in order to do my job and performs reliably.
 
 
Please indicate your level of agreement with the following statements.
Strongly agree Agree Neutral Disagree Strongly disagree
My local ERP system does what I need in order to do my job.
My local ERP system performs reliably and is available during critical business periods.
My local ERP system response time is acceptable.
My local ERP system technical support is responsive and effective.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly Disagree
Visibility Analytics does what I need in order to do my job.
Visibility Analytics performs reliably and is available during critical business periods.
Visibility Analytics response time is acceptable.
I know how to get the training I need to use the system.
I know how to get the training I need on the data.
I know how to get the help I need with Visibility Analytics when I have a question or concern.
Compared to a year ago, I have noticed an improvement in the performance of Visibility Analytics.
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly Disagree
BPM does what I need in order to do my job.
BPM performs reliably and is available during critical business periods.
BPM response time is acceptable.
BPM support from my local Business Support Network (Super users) is responsive and effective.
 
 
Please indicate your level of agreement with the following statement:
Strongly agree Agree Neutral Disagree Strongly Disagree
Manugistics does what I need in order to do my job and performs effectively and reliably.
 
 
Please indicate your level of agreement with the following statements.
Strongly agree Agree Neutral Disagree Strongly disagree
Directum does what I need in order to do my job and performs effectively and reliably.
 
 
 
Given the systems you use in your job, please tell us what you would like to see continue, start or stop. Additionally, would you suggest any other technologies that would greatly improve your productivity?
   
 
In the new GDBS structure, every Diageo employee has a local Service Delivery representative or team to engage with for technology questions, issue escalations, or service improvements. Regarding your local GDBS Service Delivery representative or team, please rate your agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
I know who my local Service Delivery representative or team is and how to contact them.
I receive regular communications from my Service Delivery representative or team.
 
 
 
Please select all of the services/support you have used in the past six months.
 
Service desk (phone/email)
 
IS Self Serve (intranet)
 
Joiner, mover, leaver (JML)
 
Desk side support
 
Technology training through Diageo Academy

 
 
Service Desk representatives are responsible for password resets, basic MS Office support (Outlook, Excel, Word, etc.) and effectively routing employee requests to the individuals or teams responsible for addressing them (e.g. IBM, Accenture, Diageo super users, etc.).

Regarding general support and issue resolution from Service Desk representatives, please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree N/A
Service Desk representatives understand my issues
I am able to understand Service Desk representatives
The Service Desk quickly and effectively handles password resets
The Service Desk quickly and effectively handles basic MS Office support
I consistently receive satisfactory support from the Service Desk representatives that answer my calls
Compared to a year ago, I have noticed an improvement in the time it takes to resolve my issues.
 
 
 
Regarding support you receive from the Service Desk, please let us know if there are things you would like to see continue, stop or start.
   
 
 
Regarding IS Self Serve on the Diageo intranet, please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree N/A
IS Self Serve is easy to use
Service Request - requesting new hardware, software or systems access is quick and simple
Self Help - this section of IS Self Serve's help cards and how-to's are useful to me
Log a Fault - (raising an incident ticket) is quick and simple
Track Tickets - this section of IS Self Serve is useful to me
 
 
 
Regarding IS Self Serve, please let us know if there are things you would like to see continue, stop or start.
   
 
 
Regarding the Joiner, Mover, Leaver (JML) process for technology, please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree N/A
The online JML forms are easy to understand
I was able to track my JML ticket on IS Self Serve
My Joiner or Mover received their computer within 10 business days of form submission
My Joiner or Mover received all needed applications and systems access within 10 business days of form submission
Overall, I am satisfied with the JML process
 
 
 
Regarding the technology portion of the JML process, please let us know if there are things you would like to see continue, start or stop.
   
 
 
Please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree
Desk side support reliably and effectively handles my issues.
Desk side support responds to my issues in a timely manner.
 
 
Regarding technology training offered through Diageo Academy, please indicate your level of agreement with the following statements:
Strongly agree Agree Neutral Disagree Strongly disagree N/A
I know how to get the training I need on core technology (MS Office, video conferencing, etc.)
I am satisfied with the systems eLearning modules on Diageo Academy (e.g. new hire, IPT phone, etc.)
I am satisfied with the core systems classroom/WebEx training available through Diageo Academy
 
 
 
Regarding all Diageo technology training, please let us know if there are things you would like to see continue, start or stop.
   
 
 
 
Overall, how satisfied are you with the technology (IS) products, services and support you receive from the new Global Diageo Business Services (GDBS) organization?
 
Very satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very dissatisfied
 
 
 
Since last year's survey, given the full breadth of your engagement with IS products, services and support from GDBS, things are:
 
Improving
 
The same
 
Getting worse
 
 
 
What are the most important improvements GDBS could make to its IS products, services or support?
   
 
 
 
Please select all of the following services you currently receive from GDBS Business Shared Services (Budapest, Manila, Shanghai, Bogota or Nairobi shared service centers).
 
Order to Cash (OTC)
 
Purchase to Pay (PTP)
 
Record to Report (RTR)
 
Statutory Compliance

 
 
Please rate your level of agreement with the following:
Agree strongly Agree Not sure Disagree Disagree strongly N/A
The Business Shared Services OTC team understands the needs of my business and how we operate.
The OTC processes are efficient and effective.
There is clear understanding of who is responsible for each task in the OTC processes.
The OTC team resolves issues proactively and independently.
The OTC team makes my job easier.
The OTC team demonstrates continuous improvement in processes and ways of working.
The OTC team effectively communicates with me and my customers.
I know who to contact if I have issues concerning OTC.
I receive the engagement and support I need from the Service Delivery team.
 
 
Please rate your level of agreement with the following statements.
Agree strongly Agree Not sure Disagree Disagree strongly N/A
The Business Shared Services PTP team understands the needs of my business and how we operate.
The PTP processes are efficient and effective.
There is clear understanding of who is responsible for each task in the PTP processes.
The PTP team resolves issues proactively and independently.
The PTP team makes my job easier.
The PTP team demonstrates continuous improvement in processes and ways of working.
The PTP team effectively communicates with me and my vendors.
I know who to contact if I have issues concerning PTP.
I receive the engagement and support I need from the Service Delivery team.
 
 
Please rate your level of agreement with the following statements.
Agree strongly Agree Not sure Disagree Disagree strongly N/A
The Business Shared Services RTR team understands the needs of my business and how we operate.
The RTR processes are efficient and effective.
There is clear understanding of who is responsible for each task in the RTR processes.
The RTR team resolves issues proactively and independently.
The RTR team makes my job easier.
The RTR team demonstrates continuous improvement in processes and ways of working.
The RTR team effectively communicates with me.
I know who to contact if I have issues concerning RTR.
I receive the engagement and support I need from the Service Delivery team.
 
 
Please rate your level of agreement with the following statements.
Agree strongly Agree Not sure Disagree Disagree strongly N/A
The Business Shared Services Statutory Compliance team understands the needs of my business and how we operate.
The Statutory Compliance processes are efficient and effective.
There is clear understanding of who is responsible for each task in the Statutory Compliance processes.
The Statutory Compliance team resolves issues proactively and independently.
The Statutory Compliance team makes my job easier.
The Statutory Compliance team demonstrates continuous improvement in processes and ways of working.
The Statutory Compliance team effectively communicates with me.
I know who to contact if I have issues concerning Statutory Compliance .
I receive the engagement and support I need from the Service Delivery team.
 
 
Please rate your level of satisfaction overall with each of the services you receive from GDBS Business Shared Services. Please choose N/A for any services you do not receive from GDBS.
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
Order to Cash
Purchase to Pay
Record to Report
Statutory Compliance
 
 
 
What are the most important improvements GDBS can make to the services you receive from the Business Shared Services centers?
   
 
 
 
Would you be willing to participate in focus groups to further improve the technology products, service and support you use? If so, please provide your email address.
   
 
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