Case:

The strategy is clear at Grundfos, the world’s second largest pump manufacturer: "We make decisions based on facts. We do not rely on assumptions or anecdotal information", says Hans Ole Steensig, IT support manager at Grundfos. Therefore Grundfos has invested in Answer, a tool for carrying out all kinds of surveys. The tool has been developed by IBM partner LogIT a/s in Vejle.

Significant time savings:
Working time is reduced from one week to three to four hours of work.

Previously when Grundfos carried out internal surveys, it was done the “old-fashioned way” with pen and paper. It took a long time just to print, package and distribute questionnaires. And when the questionnaires were returned, the answers had to be entered manually. The entire procedure could easily take up a week’s work. Today when Grundfos utilises Answer, the same task can typically be solved in three to four working hours, equivalent to a time saving of about 90 %.

The answers are exported to a spreadsheet with a few clicks on the mouse. At the same time you can continuously monitor the results of the incoming answers.

"In a company like Grundfos, where we are always trying to find new areas for improvement, it is paramount to be able to measure whether all Grundfos departments are delivering a satisfactory service. To this end Answer is a very useful and time-saving tool," says Hans Ole Steensig.

So far, Answer has only been used for internal analyses at Grundfos. However, Hans Ole Steensig also views the tool as an excellent possibility to carry out satisfaction surveys amongst external customers and suppliers.

Quality is important when a tool is rolled out to 3,000–4,000 users
When a tool is implemented at Grundfos’s Danish companies, where there are 3,000–4,000 users, the company must be 100% certain of the quality of the software.

"Annually, our helpdesk receives approximately 60,000 internal calls concerning problems with software and hardware. If we are not 100% certain of the quality of new products, the consequences can be disastrous for our helpdesk. But the implementation of Answer was flawless, because it is so easy to use," says Hans Ole Steensig.

Answer is Web-based, which has the advantage that the questionnaire can be answered by anyone no matter what system they are using.

"En analyse kræver nu langt mindre af vores tid"
Hans Ole Steensig,
it-supportchef i Grundfos

Answer debuted well at Grundfos
Shortly after the implementation of Answer, the IT department was contacted by Grundfos’s e-business department, which wished to carry out a survey covering all its companies in 40 countries. With a few linguistic modifications in error messages and instructions, the operation was successfully completed – with no complications. This means that Grundfos is now able to carry out surveys abroad.

Today, Answer is a tool in demand for satisfaction surveys of every kind at Grundfos. During the last 18 months, about 70–80 surveys have been carried out. "It is so simple to use that users can set up the survey themselves. There is no need for skilled IT assistance," points out Hans Ole Steensig.

Positive experience with electronic responses at Grundfos
A survey carried out by Grundfos shows widespread satisfaction with answering questionnaires electronically. When Grundfos asked its employees whether they found it fast and easy to answer surveys electronically, the rating was 4.7 on a scale from 1 to 5.

he IT department at Grundfos has also noted that it receives more comments when the surveys are carried out electronically. These comments are particularly useful and serve as a basis for decisions made by the management group at Grundfos.

Pat on the shoulder for Answer:
Grundfos to implement the tool abroad:

At Grundfos, satisfaction with Answer is so great that the company wishes to give its employees abroad the possibility to use the tool. Or to put it another way: the tool sold itself. Employees abroad realised how easy it is to use the tool and asked whether they could also benefit from it.

Consequently, LogIT has started modifying the tool for use in all Grundfos companies worldwide.

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