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How ADP Uses 20/20 Insight for Internal Quality Surveys

Automatic Data Processing, Inc. (ADP) is one of the largest providers of a broad range of mission-critical, cost-effective transaction processing and information-based business solutions. Since purchasing 20/20 Insight GOLD in 2000, ADP has assessed more than 15,000 individuals.

The software is used on an almost daily basis for the Ohio Valley Region of ADP's Major Accounts Division, which covers Cleveland, Columbus, Cincinnati, and Indianapolis. The 20/20 Insight administrator sets up projects for a variety of applications, including: 360-degree feedback, internal and external customer feedback, and training evaluation.

Because 20/20 Insight is so flexible, they can set up a department to receive feedback, not just individuals. As a results, ADP has had excellent success using the program for annual internal quality surveys requested by the region Management Team. In this application, other departments provide feedback to a specific department whose services they receive. Since they all need to work together for the benefit of the client, it's important for each department to learn about its strengths and areas for improvement from its internal customers.

First, the manager of a given deparment identifies the departments that will give feedback, along with the specific individuals who will complete the questionnaires. The manager provides the administrator with the information needed to create the survey. The number of questions is kept to a minimum, typically no more than 10 scaled items, plus one open-ended question for general comments. Respondent relationships are the names of each department giving feedback, such as Client Services, Implementation, Finance and Sales. That way, the data in the reports can be broken out according to different customer groups.

Once all responses have been collected, the administrator prepares a PDF file of the report and sends it to the department managers, who then discuss the results with their upline manager. Afterwards, managers share the report with their peers in their department. Together they identify problem areas to be targeted and create an action plan for improvement.

20/20 Insight's Advanced Report function lets the administrator create a summary report for senior staff combining data from all departments. And the flexibility of the reporting component makes it easy to give each senior manager exactly the display of data he/she wants. Since they're already familiar with the report formats from other applications, such as 360-degree feedback, they know what to ask for in these summary reports.

Because ADP has now conducted these surveys over multiple years, they're also able to compare the current year to the previous year to check progress towards completion of goals and evaluate the effectiveness of their action items. These internal quality surveys have significantly improved the level of service that ADP's departments provide to each other.