Siebel 4.0-2 Change Management Questionnaire

Sample Survey

Siebel 4.0-2 Change Management Survey Questionnaire
This questionnaire is part of a dissertation research project conducted by Mark Hambling, a final year Business Information Systems Student at The Nottingham Trent University. This questionnaire is focused primarily on the way in which the change affecting people during Siebel 4.0-2 implementation is managed by Microsoft UK (MSUK) in the context of a multi-national Customer Relationship Management (CRM) project.

There are 12 questions in this survey and it will take no longer than 10 minutes to complete the questionnaire.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. Please make your answer by selecting the neccesary box or button, or entering an answer in the text box, where applicable. If you have questions at any time about the survey or the procedures, you may contact Mark by email at the email address specified below each question.

Thank you very much for your time and support. Please note questions with red asterisk require an answer to be given. Please start with the survey now by clicking on the Continue button below.

* 1. What is your Job Title? (please select as applicable)
Mid-Market Engagement
Partner Engagement
Regional Business Manager
Partner Programs
Partner Incubation
Express Campaigns
Other (please specify)
* 2. How long have you been working at Microsoft UK?
3 - 5 Months
6 - 11 Months
12 + Months
* 3. What is your current job status?
Full Time Employee (FTE)
Contractor (i-)
Vendor (v-)
Other (please specify)
* 4. Are you familiar with the term of Change Management in how it relates change affecting people?
If the answer is "No" please click the help icon
* 5. Which of these statements best applies to how change is managed at Microsoft UK?
MSUK exists in a state of rapid and continuous change
MSUK evolves through long periods of stability with short bursts of fundamental change
Departments within MSUK deal with change incrementally and separately
MSUK is constantly undergoing small changes
Other (please specify)
6. Please select how applicable each of these statements are in describing the management of change affecting your job role?
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* The project lead for the change is known and project champions aid the planning and implementation
* Involvement in the change project before delivery takes place
* Conflicts within the change are looked for and try to be solved
* There are delays in the timescales that are set in the change project
* Communication about the change is limited to only those directly concerned with the project
* Project teams have sometimes a lack of consequence and consistency in regards to the change
* The implementation of the change within your role is managed solely by MSUK
* The process of implementation for the change is flexible and reactive
* Change is expected without being linked to incentives
* There are logical reasons for change which are visible and the goals are transparent
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Good ideas for change are hidden and used for personal agendas
* Those concerned with the outcome of the change project take part in planning
* There are long periods of planning before the change is delivered
* Training is inadequate leaving unanswered questions about the change
* Change projects create resistance which has to be broken
* Communications about the change are timely and relevant
* 7. Which of these statements best describes the Siebel 4.0-2 project?
The Siebel 4.0-2 project is managed within a set timeframe with clear objectives and methods that were communicated in advance, and managed in a controlled way
The Siebel 4.0-2 is a dynamic project which changes in timescales and deliverables. It has focus on contingency which appreciates the complexity of issues
The Siebel 4.0-2 project is a combination of the above two statements but not necessarily in equal proportion
Other (please specify)
8. Which of the below statements best applies to how you feel the Siebel 4.0-2 project is managed?
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Once the implementation has taken place, user involvement in the project begins
* Key implementation personnel are chosen, put in charge and left unchanged
* Communications about the implementation are not given in advance and not relevant
* Conflicts within the implementation are avoided
* There are predetermined guidelines for how the system implementation is to be managed and these are followed
* Each release begins with no anticipated planning
* Wide timescales for the implementation deliverables are set and goals and are met
* Incentives are linked with the implementation to aid the process of change
* Implementation leadership is unclear and CRM champions are not utilised effectively
* Corporate Headquarters and EMEA direct the implementation of the CRM system with MSUK having no control
Strongly Agree Agree Neutral Disagree Strongly Disagree Prefer not to say
* Training is frequently given with supporting materials creating confidence with the system and the processes
* The CRM strategy, system design and processes are determined completely outside of MSUK’s control
* The reasons for change are unclear and there are different views of the goals of the implementation
* Implementation communications are open and readily available
* The direction of the implementation is influenced by resistance
* Ideas are openly communicated and encouraged within the implementation
* 9. Please rank these requirements about change in order of importance to you, from 1 to 9.
(1 = most important; 9 = least important)
Awareness of who is ultimately responsible for the project
Conscious that key individuals are involved in the project
Feeling that everyone is focused on the same goals and objectives
Knowing the project recognises organisation wide dependencies and gives caution to people, process and infrastructure
Recognise the project is being implemented by people with the necessary core skills in a clearly defined and tracked manner
Appreciation of how the change will take place and be effectively communicated
Being able to take ownership and influence details of the change
Having assistance from the project owners, project infrastructure, training specialist to create a supportive environment
Understanding why change is happening and why it is necessary
Rank values must be from 1 to 9
10. Please describe if the Change Management techniques used at MSUK during the Siebel 4.0-2 implementation influenced your adoption of the system
11. Please describe any difficulties excluding system performace or operation that affected your adoption of the Siebel 4.0-2 system
For clarification please click the help icon
* 12. Have you participated in a Customer Relationship Management (CRM) implementation prior to Siebel 4.0-2?
12 (b). Please describe if any challenges concerning people change with Siebel 4.0-2 have been mirrored with previous implementations
If you have any further comments please feel free to add them here