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Hohenstein IT department bags 'Excellence Benchmark Award'
May '14
The employees of the Hohenstein Institute are particularly pleased with the work of their colleagues in the IT department. That's why, in February 2014, at the Hamburg IT Strategy Days, they were declared winners of the "IT Excellence Benchmark (ITEB)", awarded by TU Munich, business group munich (bgm) and CIO Magazine.
So that his 20-strong team could also share in the award, Frank Müthing, Head of IT at Hohenstein, then arranged another presentation ceremony at the company headquarters at Schloss Hohenstein in Bönnigheim on 28 April 2014.
For the ITEB, information on customer satisfaction is collected in a standardized questionnaire. So far, 251 companies have taken part in the benchmarking exercise, some of them more than once. The exercise brings together and analyses over 80,000 interviews with the customers of IT departments – a statistically meaningful number that allows valid evaluation and benchmarking to be carried out for the participating companies. 
The key question for the ITEB is: How satisfied are you with your IT department and the service it provides? In 2013, the average across the 20 companies in the survey was 2.65, on a scale from one (very satisfied) to five (dissatisfied). This has been virtually unchanged since 2007. In 2013, the Hohenstein Institute achieved the highest mark ever, at 2.27. So, in fact, the Hohenstein Institute is not only the current winner, but really the "all-time favourite" in the ITEB awards.
For Müthing, the main reason why the department performed so well is that his staff have a deep understanding of the processes their colleagues are using: "Because we have developed and now operate our own ERP system (Enterprise Resource Planning), we have a very detailed knowledge of the working processes of the various departments." He was full of praise and gratitude for the special commitment shown by the teams in IT Support and Software Development: "Regardless of whether they're needed at the weekend or in the night – you can rely on the IT staff at Hohenstein.
That's the only way we're going to be able to continue to meet people's needs not only here at headquarters in Bönnigheim, but also at the branch offices in more than 40 countries around the world." That's why he is particularly proud that the most satisfied IT users of all are based in faraway India. Despite the positive assessment given by about 249 of the 700 employees worldwide, Müthing still sees room for improvement: "The survey gave us ideas for improvements in the area of workplace equipment."

Hohenstein Institute

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