UK Oracle User Group


Survey Feedback to the JD Edwards Community

15 March 2007

Your committee felt it appropriate to provide an update to the survey that was completed toward the end of last year and initiatives that are being taken as a result of the feedback obtained.

To The J D Edwards Community

Your committee felt it appropriate to provide an update to the survey that was completed toward the end of last year and initiatives that are being taken as a result of the feedback obtained.

Main subject areas within the survey:-

1 Future ERP Plans

To the question concerning upgrade plans 42% of the respondents confirmed that they were planning an upgrade with 58% confirming that they were not.

The main reasons for not upgrading were:
i) No business case
ii) Too heavily modified hence cost prohibitive
iii) Recently upgraded/installed
iv) Moving to alternative software
v) Plans still on hold

The main reasons for upgrading were:-
i) New functionality 54%
ii) Risk management 38%
iii) New technology 27%
iv) Other 29%

Within the Other category the main reasons were Support, Policy of keeping up to date, Removal of modifications, Bug fixes and to reduce the impact of loaded ESU’s.
 
Your committee is now planning a one day event for both World and Enterprise 1 on the topic of Upgrading. The agenda is still being finalised but we are looking to cover areas such as:-

i) Constructing a Business Case
ii) Project Planning – Things to think about
iii) Data Conversion/Migration
iv) Technology Changes
v) Upgrade documentation
vi) Support from Oracle
 
The day is being planned to run on 25th April

2 Communication with Oracle

To the questions concerning communicating with Oracle 53% of respondents claimed not to know who their Account manager was and of those that did 71% confirmed that their Account Manager was not effective in dealing with Install base issues. Indeed only 16 % rated their Account Manager Good or Excellent in terms of effectiveness.

In terms of software support issues 30% of respondents had never logged a call to raise an issue, with 26% logging calls monthly or more frequently.

In terms of timeliness of response the survey result was fairly complimentary although in a number of cases it was noted that although the response to the issue was quick the solution was not. In terms of effectiveness of the Call Centre about one third of the comments stated  it  to be average or good. The main reasons for those rating it as unsatisfactory were:-

i) Poor product knowledge
ii) Language issues
iii) Fixes in a later release

Your committee is planning a one day event for both World and Enterprise 1 on the topic of Communicating with Oracle. The day will enable key Oracle staff to explain how they are structured and how best to handle your communication with the Oracle organisation in terms of such topics as escalating problems. It should provide the opportunity to provide feedback on your own experiences.
 
This survey formed part of a larger Customer feedback response to Oracle and gave a clear message to their Senior Management that J D Edwards customers were becoming disenchanted with the quality of service they were receiving.

It is recognized, by Oracle that they need to do more to engage with their new communities and do this from a functional perspective to really drive home some detail in terms of the content available in the new product releases.  They also understand that their user communities wish to do this in discrete environment and not in 'one size fits all' style Oracle events.

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