IT in Manufacturing: Customer Satisfaction Survey
 
Q1 How important is IT to the success of your organisation?
 
Essential
 
Not very important
Quite important
 
Not important at all
 
Q2 How important is IT to your efforts to become lean?
 
Vital
 
Not very important
Quite important
 
Not important at all
 
Q3 In your organisation, who makes the ultimate decisions when it comes to purchasing IT systems?
 
Decisions are made at head office
 
Finance director
Chief executive officer
 
IT Director
Managing director
 
IT/IS manager
 
Q4 How important are the following IT systems to the success of your organisation? Please rate on a scale of one to five, where one is unimportant and five is very important.
ERP
1
2
3
4
5
Not implemented
 
  SCM
 
  CRM
 
  CAD
 
  MRPII
 
  Production planning
 
  Time and attendance
 
  Warehouse management
 
  Shopfloor data capture
 
  Wireless technology
 
  Other (see below)
  If you select 'Other' above, please specify.
 
Q5 What was the source of your latest IT system implementation?
 
Software supplier
 
Hardware company
Software reseller/agent
 
Systems integrator
Consultant
 
Don't know
 
Q6 And which company supplied the system? (please state)
 
Q7 Which company would you say is your main or preferred IT partner? (please state)
 
Customer satisfaction with IT systems in current use
 
Q8 In relation to your latest IT system implementation, how would you rate the following on a scale of 1 to 5 (i.e. 1 = very poor, 2 = poor, 3 = average, 4 = good, 5 = excellent).
Quality of pre-sales service
1
2
3
4
5
 
  Delivery of system to agreed schedules
 
  Supplier's ability to resolve problems
 
  Quality of training given to your staff
 
  New system's ability to deal with legacy data
 
  Quality of supplier's helpdesk and operational support
 
  Compatibility of new system with your internal systems
 
  System's 'ease of use' for key staff
 
Main benefits from latest system implementation
 
Q9 Which of the following would you describe as the three major benefits of the new system?
(Please tick no more than three)
 
Improved customer service
 
Improved delivery performance
Lower production costs
 
Improved supply chain efficiency
More accurate forecasting
 
Improved product quality
 
IT system measures
 
Q10 Was your latest IT system delivered within budget?
 
Yes
 
No
 
Q11 Overall, how would you rate the system's value for money?
 
Excellent
 
Poor
Good
 
Too early to say
Average
 
 
Q12 Have you measured the return on investment your latest IT system has delivered?
 
Yes
 
Not yet, but we plan to do so
No
 
We are unable to measure the return on investment
 
Q13 Was there any aspect of the project that could have been done better?
 
More specific training
 
Better hardware/software integration
Smoother implementation
 
Fewer charges for add-ons
Better understanding of our needs
 
Developing staff enthusiasm
Better project management
 
Better handling of legacy data
 
Q14 Would you do business with this IT supplier again?
 
Yes
 
No
 
And, finally, to give us some demographic benchmarks:
 
Q15 In which industry sector do you work?
 
Aerospace
 
Plastics
Automotive
 
Pulp, paper, publishing and printing
Other transport equipment
 
Chemical
Food, beverage, tobacco
 
Electrical, optical, computer hardware
Textiles
 
Communications equipment
Leather and wood products
 
Pharmaceutical
Metal and metal products
 
  Other (please state)
 
Q16 Approximately how many people does your company employ in total?
 
Fewer than 50
 
500 - 999
50 - 99
 
1000 - 4999
100 - 249
 
5000+
250 - 499
 
 
Q17 Your Details
Name
 
  Job title
 
  Company name
 
Q18 As a contributor to this industry research you are entitled to a free copy of the report when it is published. If you would like to receive a copy, please include your email address below.
Email address
 
Thank you for your time.