raw/Mattel_06_23_Open_Gen.csv

userid,tower,region,question,response
8734,CTO Leadership,North America,"You rated the level of process poorly, can you please elaborate?",Processes need more clarity- HCL teams first need to be aligned on processes that they are bringing forward and we need to work together on training and communicating these processes at Mattel along with the why before rolling them out. 
11009,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,"I think a majority of technical areas are doing okay; not great.  A few need help.  Beyond that, I think the CFS teams are starting to click."
11009,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,"As with anything, there are the good and the bad.  Most things are good or about as expected.  A few things are problematic as per above."
11009,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Communication still improvement.  Updates are not necessarily timely.  Additional HCL needs to ensure team members know where runbooks and material are as opposed to asking Mattel team members.
11011,SPES,North America,What is going well in the Mattel-HCL partnership?,"trust is being built
processes have been discussed and shared in concept. "
11011,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,"lots of potential, needs work to be realized"
11011,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,execution across the board needs to be made more consistent and stable
11011,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","in many cases, root cause are not identified clearly. in instances where they are identified, not sure of the implementation. 
consistency is needed for RCA and RCR.
then, communication of the RCA and RCR needs to be consistently followed, documentation maintained and made available for use by support team for future issues"
11013,Digital & Commercial,LATAM,What is going well in the Mattel-HCL partnership?,The relationship is candid and pollite. There is mutual respect between teams and HCLwants to keep learning and solving issues.
11013,Digital & Commercial,LATAM,Do you have any general comments about the Mattel-HCL relationship?,We need to start seeing the value addedd of HCL on their recommendations for improvements.
11013,Digital & Commercial,LATAM,What are the areas for improvement in the Mattel-HCL partnership? ,HCL need to work less in silos and provide Mattel a full visibility of issues based on applications rather than HCL towers.
11013,Digital & Commercial,LATAM,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",There is no proactive follow up on Incident's or Problem's root causes. Most of the time RCAs need to be requested and almost always they are just shared on a Teams chat instead of a place on SNOW or other repository it can be referenced later.
11013,Digital & Commercial,LATAM,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","I haven't received any suggestion on improvement that can be implemented to reduce the number of incidents received by an application. Due to the lack of RCAs I don't see these are refrenced to solve similar issues and eventually identify long term improvements.
An RCA repository and knowledge bases are key for continuous improvement."
11013,Digital & Commercial,LATAM,"You rated the resource availability poorly, can you please elaborate?","There is a constant pressure on projects and support because there are few resources. I have faced this issue for EDI projects in APAC and also for iSeries support in the same region that took over 2 months to get a resources and it is still under training. 
Also, the EDI resources there are have not the right amount of knowledge and that makes the start of projects and estimations much longer. On the iSeries side the lack of knowledge of the resources asisgned have caused several delays on problem resolution."
11013,Digital & Commercial,LATAM,"You rated the cohesiveness of HCL poorly, can you please elaborate?",HCL works in Silos and it is very difficult to get follow up and visibility on issues that are handled by several HCL towers. Many times when reviewing the incidents fro an application there is a need on seeing the impact of UAM and integrations have on the same applications to have a real assessment on how much incidents are affecting it. Most of the time this cross-tower infromation cannot been delivered and the visibility is incomplete and all looks good when it is not the experience of the users.
11015,Infra & Ops,EMEA,What is going well in the Mattel-HCL partnership?,Open and transparent discussions and willingness to learn and change from both sides.
11015,Infra & Ops,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,"Resourcing availability especially for FSS dispatch locations.  I would also like to see more best practice recommendations from HCL bringing  to Mattel efficiency and automation, left shift."
11015,Infra & Ops,EMEA,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Repeat issues rarely get to root cause for proper issue resolution.  Always a ""quick fix"" approach but not getting to the actual cause.  (Problem Management)"
11015,Infra & Ops,EMEA,"You rated the resource availability poorly, can you please elaborate?","Seems to be worse for the regions, but not always able to get network support effectively and capable with the right SOPs and passwords etc to connect to devices ready to help.

Dispatch services for FSS are very problematic. In all regions.  Available in a timely manner and no availability at all in some cases.  We can go days without cover for Campus locations and dispatch cases don't get resolved."
11020,Digital & Commercial,APAC,What is going well in the Mattel-HCL partnership?,The Intake process is clearly define and mostly responsive
11020,Digital & Commercial,APAC,Do you have any general comments about the Mattel-HCL relationship?,Improve compare to Q1
11020,Digital & Commercial,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,Expected proactive status update from HCL and plan for improvement
11020,Digital & Commercial,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",No RCA document has been received so far
11020,Digital & Commercial,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","Expected proactive communication from HCL, team to team within HCL coordination still room for improvement"
11022,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,Communication and a desire to do the right thing and improved
11022,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Technical knowledge of the technicians is lacking. A lack of can do attitude of the HCL techs and a lack of stepping up and being the ""experts"" and coming up with the solutions and thinking outside the box. "
11022,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?",If HCL resources are on leave or sick many times there is no one available to step in or replace in the short term. 
11023,CTO Leadership,North America,"You rated the resource availability poorly, can you please elaborate?",There is only a handful of individuals front ending the stuff. need to build bench strength  while providing exposure
11024,SPES,North America,What is going well in the Mattel-HCL partnership?,Intent - The intent of both parties is clear and focused.   I believe we both are aligned on the goal we are working together to achieve. 
11024,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,I'm still hopeful that their words will start matching our progress over the next several months before 2024. 
11024,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Execution and follow-up.  It feels like I'm driving their engagement for my program, than the other way around.   I would much rather their teams to be more proactive in picking up TIer1-2 support for all of my applications."
11029,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,HCL staff is acting professionally and often courteous
11029,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,HCL does not have necessary skills to be successful. HCL needs to hire more senior level staff
11029,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"HCL staff has low skill level in many important areas like Networking, Windows, VMware, and storage. "
11029,Infra & Ops,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","In many cases RCA is being done, but not proactively. Mattel had to push hard to get the RCAs."
11029,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","I have not seen a performance improvement plan. Again, the problems has to happen to receive any visibility for any improvement which does not happen in all caes."
11029,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","In all towers, only ONE resource at most that has the level of skill sets required. Most of the members are not skilled, therefore, it is very difficult to have one resource to cover 24/7."
11029,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?","In every tower, only ONE resource has the advanced skill level, everyone else on the team does not have the necessary skill level"
11029,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",Resources are not always available on first call
11029,Infra & Ops,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",HCL staff in general is not knowledgeable
11029,Infra & Ops,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",HCL staff does not have strong knowledgeable of Mattel system nor process
11031,Global Supply Chain,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",Recent example with tabelo reporting issue for warehouse 
11033,Digital & Commercial,EMEA,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Complex problem solving and root cause analysis are consistently pushed back to the mattel sme's or overworked rebadged CTS members.  RCA is not proactively communicated to stakeholders.
11033,Digital & Commercial,EMEA,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",I have literally never been contacted by anyone from HCL with ideas for performance improvements.  
11035,CTO Leadership,North America,What is going well in the Mattel-HCL partnership?,Everyone understands the criticality and urgency of environments that need to stay up with limited interruptions.
11035,CTO Leadership,North America,Do you have any general comments about the Mattel-HCL relationship?,Relationship is really good and the teams operates as ONE Team.
11035,CTO Leadership,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Service Desk tickets management and response to the affected users are critical, HCL SD folks should not only proactively work the tickets but properly close them."
11037,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,I do see quality resources.
11037,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"The team needs to build up their knowledge on our systems, and that will just take time.  The relationship started without adequate time for KT from the predecessor partner."
11037,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",I have never seen an RCA until recently when I reached out and specifically asked to have one sent to me for a recent P1.
11037,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","The support team has so much on their plate with open tickets, that it doesn't feel like they have the luxury / capacity  to look forward to issue prevention opportunities.   "
11037,Digital & Commercial,North America,"You rated the resource availability poorly, can you please elaborate?","It feels like in the MDW data space, it comes down to a single person onshore during US hours and everyone else is offshore.  I fear that we will burn this resource out in short-order."
11037,Digital & Commercial,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","If this is related to project resources, I think everything is fine.  But for support resources, while cost and quality are not in question, time is definitely sub-standard.  This is due to the massive backlog of issues and limited number of people working on them."
11037,Digital & Commercial,North America,"You rated the level of process poorly, can you please elaborate?","The process for ED&A work intake is confusing to most.  I believe that I understand it at this point, but I hear a lot of noise from others who think it is over-complicated."
11037,Digital & Commercial,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","This is related to the systems that are supported, not really the roles.  I feel as if adequate Knowledge Transfer was not done and I am personally witness to ""KT on the job"" as i sit through issue resolutions."
11041,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,Transparency and accountability
11041,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,"Overall HCL is doing a lot better than the previous partner. 
Some of the leads are really skilled and and they know what they are doing and extremely hardworking. 
Recommend those leads from Technology towers to be recognized during Mattel - HCL governance calls, this will also encourage others to scale up well
HCL does have a plenty of areas to scale up and they should focus on addressing those gaps. "
11041,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Focus on Resource skill gaps
Placement of resources for the technologies they manage. Not having resources for 3 plus months isn't right
Quick results on resourcing needs "
11041,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","We have been having resource challenges for the last few months for Citrix, VDI (Lack of highly skilled resource) M365 (No resource) and Oracle DBA (Lack of skilled resources). This needs to be addressed and for few of the other towers, high skilled resources are limited."
11044,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,My HCL Partner is very committed in making the Mattel/HCL engagement work.
11044,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,I can say we are better today than we were a few months ago.
11044,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,The Support Teams need to work better across teams.
11044,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",I have only seen one root cause to approve.  Still waiting on access to a SharePoint site for the documentation.
11044,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","My team, including the Business, is driving this and should be HCL.  Very willing to work with HCL for areas of improvement. "
11044,Digital & Commercial,North America,"You rated the collaboration of teams poorly, can you please elaborate?",Many of the apps in my portfolio cross multiple areas within HCL.   Many times I need to bring in multiple HCL leads to get my issues resolved.
11044,Digital & Commercial,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","Unclear on how support teams collaborate, at times I need to bring the teams together and coordinate activities. "
11044,Digital & Commercial,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",I have not seen any evidence of this.
11044,Digital & Commercial,North America,"You rated the innovation of HCL poorly, can you please elaborate?",I have not seen any evidence of this.
11085,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,"I would HCL after a tough startup time in February-March, they are only in steady stage, still has high expectation on improvement "
11085,Global Supply Chain,APAC,Do you have any general comments about the Mattel-HCL relationship?,I think HCL needs to come up with a benchmark and align with Mattel using CTS last 6 month will be a good benchmark.  Today we cannot tell our business leadership on this status
11085,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,Should assign qualify network resource for Asia
11085,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?","Majority of the regional issues still have to wait for some key support person in US timezone, this needs to be improve especially for Asia which we covered close to 45% of user communities "
11085,Global Supply Chain,APAC,"You rated the level of process poorly, can you please elaborate?","After 5 months, we are still having a lot of poor data especially on service now I.e. no location code, tickets are over 100 days…etc"
12161,Infra & Ops,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Noticed many times the alerts are generated but no action taken on time which led to multiple P1/P2's. There has been improvement recently but again root cause identification and communication is really poor since there is high dependency on single resource on the team. Rest of the team is fresh out of college who lack basic knowledge under the area they work on.
12161,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",Few resources are identified to lack a responsibility to learn the processes and procedures in place at Mattel in spite of giving timely guidance. Seeing a lot of misses in terms of cross training the resources who join the team and they also have a choice of looking at the transition material which was recorded which clearly is not being done. Great scope for improvements.
12161,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","High Dependency on single resource from each team noticed on most of the P1/P2 calls. Others on team who join say, they are checking and checking for 30+ mins with no action taken until the single skilled resource joins the call and starts checking in reality. It has been pretty much the same on each and every Infra and Apps teams."
12161,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?",Most of the resources lack basic knowledge in the area/team they work on. Most of the resources seem to be fresh out of college lacking basic training.
12161,Infra & Ops,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",No ideas presented so far.
12161,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?",No ideas presented so far. First they need to come to steady state before they can come up with new innovative ideas. They are struggling big time to get to steady state.
8733,Business Value Management,North America,What is going well in the Mattel-HCL partnership?,Average
8733,Business Value Management,North America,Do you have any general comments about the Mattel-HCL relationship?,Tier Experts should be introduce to support when we hit a roadblock. 
8733,Business Value Management,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Tier Experts should be introduce to support when we hit a roadblock. 
8733,Business Value Management,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","For example, the Java uninstallation project. SCCM is stating they do not know why the installations are sitting in SCCM if uninstalled from the client. HCL does not provide a solution or at least try to understand why this is the case. Mattel should not have to come up with the solution for this."
8733,Business Value Management,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",I escalated my concerns around skillset in Software Asset Management  a few times and yet to be address. For the majority of the time HCL does not provide process improvements or provide solutions in my area.
8733,Business Value Management,North America,"You rated the resource availability poorly, can you please elaborate?",HCL working hours for Software Asset Management to align with the Mattel working hours. This leaves me to address software licensing requirements for the rest of the day especially for handling tickets. It is not a major issue but I have to fill in 20 hours a week to fill in the resource gap.
8733,Business Value Management,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","HCL does not not know who are the partners within HCL in Mattel departments. They depend on Mattel to know who are the HCL contact for Infrastructure, ServiceNow, and etc."
8733,Business Value Management,North America,"You indicated a lack of appropriate skills, knowledge or technologies to effectively work with HCL, can you please elaborate?",There are times I am having to ask them to engage with a SAM expert within HCL to understand the licensing. Example is Java.
11059,Undefined,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",There have been instances where response time lags
12112,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,the team starts to pick up some of the process throughout the daily support.
12112,Global Supply Chain,APAC,Do you have any general comments about the Mattel-HCL relationship?,N/a
12112,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,communication between teams across multiple app / platforms
12112,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",KT session is not enough and topic cannot be covered the support issues.
12112,Global Supply Chain,APAC,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",if the issue involves multi-platform / app or integration. there is no co-ordinator to work on multi-teams.
12112,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?","Especially on the account creation request ticket, my ticket has been pending for 1 month."
12112,Global Supply Chain,APAC,"You rated the level of process poorly, can you please elaborate?",Still a learning curve for HCL to understand the business process. 
12112,Global Supply Chain,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",there is still server name (esp on the license server) HCL is not familiar 
12112,Global Supply Chain,APAC,"You indicated a lack of empowerment to make decisions, can you please elaborate?",I'm still depend on HCL for debugging the code (understand the logic) and only HCL team have the 'admin' right to check some setting for me.
12114,Global Supply Chain,North America,What is going well in the Mattel-HCL partnership?,Operations seem to be performing without significant outages
12114,Global Supply Chain,North America,Do you have any general comments about the Mattel-HCL relationship?,Meandering 
12114,Global Supply Chain,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Taking ownership 
12114,Global Supply Chain,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",There has been no proactive attempt to own or handle issues
12114,Global Supply Chain,North America,"You rated the innovation of HCL poorly, can you please elaborate?",Have not seen any change from the status quo
12114,Global Supply Chain,North America,"You rated the ability of leadership to inspire good relations poorly, can you please elaborate?",paper pushing
12122,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,"Knowledge is being gained and fruitful conversations are starting to emerge.  Quality resources are starting to make themselves known and those that need assistance are being replaced...  Things seem to be stabilizing, and HCL does seem to invested in making the changes needed to become better."
12122,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,HCL needs to get enough stability in place so that good resources are not being spread thin across multiple areas of responsibility outside their intended area of focus.  This will only lead to burn out and turn over.
12122,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","FSS sub contractors at campus locations should be HCL employees.  
Good resources are being used across all towers to triage and escalate issues because they are good resources, this is causing them to be over utilized and less effective for the area they should be solely dedicated to. "
12122,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","Retail employees are consistently not assisted on weekends and frequently their tickets are closed due to 3 strikes as they don't work standard m-f hours or work second shift.  the second shift issues also affect the contract center employees as well.
users calling in with pw reset issues are given a ticket number and told someone will call them back these issues should be resolved in initial call.
Wintel does not seem to have clear leader.
warm handoffs of ongoing issues between shifts still need work across all towers. "
12122,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?","Things seem to be getting better, but there are pockets of resources in several towers that still need to be trained appropriately or replaced.   I related several times a resource that was having issues to my HCL partners, but resulting action was not slow and inadequate to be taken to rectify the issue... not because my HCL partners didn't want to, but were stretched so thin across other areas outside their dedicated duties that it was not addressed thoroughly.   The resource has since resigned."
12122,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","It is still too common place that BAU issues are not getting addressed in a timely manner until a bridge is opened.  MIM is doing a good job, but we shouldn't need to get to that point if the issues were dealt with in a timely and thorough manner when initially reported.  We also need to clean up onboarding to remove manual interventions needed."
12122,Infra & Ops,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","Understanding the HCL organization is difficult at this point yet.   There is not an easy way - or has not been communicated to me - to figure out who tower resources are and who is on shift at any given time.   MIM seems to have this info, but we shouldn't have to engage MIM to find out who is on shift, going to the tower leads in their off hours to find a resource is also not sustainable, if we know who those leads are."
12122,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?","I am seeing glimmers of hope here and there, but there is still too much of Mattel leading HCL resources to a resolution.   There is still too much of the resources doing exactly what is asked in the request and stopping if there is a roadblock or question.   No free thought or initiative taken to drive the task to completion with some of the resources."
12122,Infra & Ops,North America,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?","I see resources with a job title that squarely fits into one area fielding escalations across many areas because they have proven themselves to be dependable, but this detracts from their intended area of responsibility and progress in that area are negatively affected.  This over utilization will cause needless turnover and loss of good resources and continuity will suffer.   I also see key resources are still not HCL employees and remain as third party contractors 9 months in.   This causes uncertainty for the resource and for Mattel."
12123,SPES,North America,"You rated the resource availability poorly, can you please elaborate?",resources were not available at times
12125,Global Supply Chain,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Always fixing the symptoms and not fixing its root cause
12125,Global Supply Chain,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",No proactiveness
12125,Global Supply Chain,North America,"You rated the resource availability poorly, can you please elaborate?",No proactiveness
12126,SPES,North America,What is going well in the Mattel-HCL partnership?,I get the sense that HCL management is sincere in their desire to collaborate with and support Mattel.
12126,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,"I think it's headed in the right direction, but that we still have a way to go before we declare that the relationship is living up to expectations."
12126,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"HCL needs to ensure that staffing is sufficient to support every aspect of the Mattel business. HCL further needs to fully get up to speed and ""own"" the processes and procedures that they are responsible for."
12126,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",It still feels like HCL is working on a learning curve and trying to get up to speed on providing the support that Mattel requires.
12126,SPES,North America,"You rated the resource availability poorly, can you please elaborate?","Tasks are not being completed on time, and HCL struggles to find the resources to provide timely task completion. They also struggle to fulfill SOW requests."
12126,SPES,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","Tasks are not completed on time and workload is often cited as a constraint, which would seem to indicate a lack of available resourcing."
12140,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,From the Mattel side we have not made any changes between rotation of external support suppliers and are experiencing the same issues.. We are not driving the teams to provide adequate levels of performance *we are not managing resources. Even this questionnaire asking about their resources should be aimed at are we receiving the correct performance irrelevant of people skills.    
12140,Infra & Ops,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Still daily occurrences where incorrect RCA is identified or non at all. Information communicated is often inaccurate and even with prompt validation of Mattel resources=
12140,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",Only input/response has been at the driver of Mattel repeatedly pushing for reviews/updates and even this is met with very low value of data/efforts. 
12140,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?",Single or less skill sets of the necessary levels to perform basic maintenance not for implementation or troubleshooting 
12140,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?",Specifically I&O infra side we are still having to explain basic design principles that are not specific to Mattel. Items such as SOPs if correct are still not followed due to i can only assume lack of training or resources being  provided having little or no driver to provide a decent level of support
12140,Infra & Ops,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",The very few resources that are able to function are constrained in most cases we have to wait until they are working as we are unable to find anyone else to pick up tasks. 
12140,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","Same as above ""The very few resources that are able to function are constrained in most cases we have to wait until they are working as we are unable to find anyone else to pick up tasks. "" "
12140,Infra & Ops,North America,"You rated the communication and professionalism of HCL poorly, can you please elaborate?",Escalations are not responded to and do not result in any resolution. 
12140,Infra & Ops,North America,"You rated the collaboration of teams poorly, can you please elaborate?",Resources are not working together within teams i see no evidence of between teams - a standard email response received is we are not responsible for X in which case 50% the time they actual are and 50% of the time they should respond with who is. Mattel does not manage what teams within HCL do the work. 
12140,Infra & Ops,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",There may well be some functions of HCL that do operate well but as per above they do not understand what teams with HCL even perform what function. 
12140,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?",I have yet to see any evidence of this. 
12140,Infra & Ops,North America,"You rated employee recognition by leadership poorly, can you please elaborate?",Mattel recognizes the efforts our team makes to assist HCL. HCL does not understand or recognize the significant impact it has on Mattel FTE to function even at this level.   
12140,Infra & Ops,North America,"You rated the level of process poorly, can you please elaborate?",Per the other items we are operating at the lowest common denominator - process needs to be in place for this fact. That impacts all work efforts to adhere to these process's and even negative as the additional effort to backfill/append process to ensure success is huge. 
12142,Global Supply Chain,North America,What is going well in the Mattel-HCL partnership?,open communication with Rohan
12142,Global Supply Chain,North America,Do you have any general comments about the Mattel-HCL relationship?,na
12142,Global Supply Chain,North America,What are the areas for improvement in the Mattel-HCL partnership? ,resources skills 
12142,Global Supply Chain,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",most of the team members do not have the skill sets to troubleshoot except for Jashoda. everything has always to wait for Jashoda to engage then resolve 
12142,Global Supply Chain,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","again, except for Jashoda who did proactively and impressively provide improvement fixes for runtime by automating batch gather states, all the other team members are not able to even properly understand and support production issues "
12142,Global Supply Chain,North America,"You rated the resource availability poorly, can you please elaborate?","although someone is always available but due to lack of skills, mostly unable to independently provide support in urgent cases  besides raising ticket to vendor (blue yonder) and wait for vendor's response or  execute what was told. there's also no clear line of sight on who is available beyond 6 am-6 pm pst"
12142,Global Supply Chain,North America,"You rated the quality of resources poorly, can you please elaborate?","same as all other, except for Jashoda, no one else on the team can actually support and properly provide RCA besides Jashoda. for whatever Srikanth is able to do, the quality is also good but that's only for execution due to the experience level 


"
12142,Global Supply Chain,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","due to most of the team not having right skill sets and all depending on single person, Jashoda, all tickets take very long to resolve in general"
12142,Global Supply Chain,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","again, team only can acknowledge issues but unable to actually support except for Jashoda.

I'd like to say though although inexperienced, Srikanth is  very responsible and responsive to all issues the best to his ability "
12142,Global Supply Chain,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",team is not knowledgeable except for Jashoda 
12142,Global Supply Chain,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",team's skill sets limit any possibility except for Jashoda 
12142,Global Supply Chain,North America,"You rated the innovation of HCL poorly, can you please elaborate?",lacking required skills except for Jashoda 
12142,Global Supply Chain,North America,"You rated the level of process poorly, can you please elaborate?",no clear understanding of roles and responsibilities of each team members. everything seems to be piled on single person Jashoda or the most inexperienced support member Srikanth. also the off hours support is confusing. the enhancement intake process is also hard to follow or have a way to check status if even defined
12142,Global Supply Chain,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",on shore lead is not able to provide proper support due to lack of skills on application 
12142,Global Supply Chain,North America,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?",as mentioned....on shore support lead does not have skill sets needed to support issues and everything has to wait for Jashoda or assigned to most inexperienced member Srikanth 
12143,Security,North America,What is going well in the Mattel-HCL partnership?,N/A
12143,Security,North America,What are the areas for improvement in the Mattel-HCL partnership? ,HCL's understanding of our systems/processes and priorities
12143,Security,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","So far HCL only focusses on solving an issue and usually at the last possible moment. 
When the issue occurs again, no one on the HCL side knows what happened or how it was solved and the investigation repeats."
12143,Security,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",HCL has not showed any inclination to do things better. They seem to be perpetually in firefighting mode.
12143,Security,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Issues raised perviously were not completed on time depsite being compliance related issues.
12143,Security,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",We do not receive timely updates on issues. I have to repeatedly followup over a couple of days before I receive an update
12143,Security,North America,"You rated the communication and professionalism of HCL poorly, can you please elaborate?",Lack of responsiveness to query and lack of timely updates
12143,Security,North America,"You rated the collaboration of teams poorly, can you please elaborate?",HCL team members on the call sometimes don't know what the other is doing. We end up having to explain the same thing over and over again to different individuals
12143,Security,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",See above
12143,Security,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",We have been in firefighting mode for last 6 months. haven't see much of innovation or leadership yet.
12143,Security,North America,"You rated the innovation of HCL poorly, can you please elaborate?","We have been in firefighting mode for last 6 months. haven't see much of innovation or leadership yet. 
HCL has not yet demonstrated that they are able to do more than put out fires yet"
12143,Security,North America,"You rated the level of process poorly, can you please elaborate?",I haven't seen any process
12143,Security,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",They do not know our processes & systems adequately to support us.
12143,Security,North America,"You indicated a lack of trust and partnership with HCL, can you please elaborate?",I have primarily worked with HCL in putting out fires. They haven't been able to meet with me unless there is P1 issue to fix
12147,Business Value Management,North America,What is going well in the Mattel-HCL partnership?,I think the portal between our teams works for us. Information shared between us is posted. A process intake that centralizes all requests has been developed to streamline a lot of the requests. 
12147,Business Value Management,North America,Do you have any general comments about the Mattel-HCL relationship?,"I think that it will take a year for the relationship to get to solid place for the entire organization. There's a lot of complications with regions, people, technology, nuances, and etc. It will take time for both sides to learn both orgs and people. I'm optimistic that things will improve dramatically from month 12 to month 18. "
12147,Business Value Management,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Some of the interactions feel transactional. Where, this is a relationship based engagement.  Leaders and teams will be here for the long haul, but, it seems like they are thinking in the near term only.  There needs to be more of that... ""One Team"" type of team building between both sides. I'm not sure how we'd do this in the post pandemic era with remote teams. When XLT was here, I think HCL was in the leadership sessions, but they didn't meet with the rank & file. "
12147,Business Value Management,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","My expectation was that HCL would have a playbook for process intake and other operational activities that are standard in a Managed Services Relationship. But, they are building solutions instead. My analyst is actually having to explain how to improve the process intake and solution. I thought they would be providing a lot of thought leadership, but a lot of work is required by us. "
12147,Business Value Management,North America,"You rated the resource availability poorly, can you please elaborate?","For a platform that needs to be implemented and deemed critical by HCL a few months ago, resources are not showing up to sessions on implementing GovernX on a consistent basis. They have a PM, but it doesn't seem like the PM is relaying messages to their leadership. When resources show up, they a behind the curve and make assumptions on what has been done. Even the vendor has sessions on getting their attention outside of Mattel."
12147,Business Value Management,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Built solutions have taken longer than expected. 
12147,Business Value Management,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","I think if you escalate an issue, they are responsive. But, if it's planned out or a simple request, this could fall by the wayside. "
12147,Business Value Management,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","We had the meet and greet at the beginning of the engagement. But, knowing their organization and the changes that have come as we build the relationship, I feel isolated from that. "
12147,Business Value Management,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",I'm not sure I've seen any innovation. Seems pretty standard so far. 
12147,Business Value Management,North America,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?",Titles do not necessarily mean it's clear what their responsibilities are. 
12148,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,It would be good to be able to focus on quality and not quantity of tickets completed.
12148,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",I have not seen root causes attempting to be identified.  The immediate issue in the ticket is fixed and then the ticket is closed as soon as possible.
12148,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","I have not perfomance improvement opportunities identified. Even when the vendor recommends something, that is not followed."
12148,Digital & Commercial,North America,"You rated the resource availability poorly, can you please elaborate?",It just takes too long to get tickets answered and enhancement requests to be worked on.  We never get even get a status once we submit an enhancement request submitted through the HCL portal.
12148,Digital & Commercial,North America,"You rated the quality of resources poorly, can you please elaborate?",Some of the resources do not even know Excel and basic training had to be provided for them to help support the application.  There is no testing of ticket fixes before it is handed to us to validate.   I am often asked what needs to be done to fix something.
12148,Digital & Commercial,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","Quality is the main issues.  There is no testing of ticket fixes before it is handed to us to validate.  I find issues that I send  back and this goes back and forth until resolution, thereby taking extra time to get this completed."
12148,Digital & Commercial,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",It still takes too long to get tickets answered and enhancements completed.
12148,Digital & Commercial,North America,"You rated the level of process poorly, can you please elaborate?",We are never informed of any processes.
12148,Digital & Commercial,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","It seems that the resources I work with do not know the Mattel business or systems, at least not yet."
12148,Digital & Commercial,North America,"You indicated a lack of trust and partnership with HCL, can you please elaborate?",I still feel that it is just an order taking relationship.
12149,Digital & Commercial,North America,"You indicated a lack of inclusion by leadership in the decision-making process, can you please elaborate?",Extension of resources should be confirmed before making decisions to avoid rework/administration
12151,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,"Dedicated RSM is onboard.  At least, we know a single point of contact."
12151,Global Supply Chain,APAC,Do you have any general comments about the Mattel-HCL relationship?,"In general, it's improving but still not up to an acceptable level."
12151,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"onboarding process and UAM; someone needs to take up the incident manager role to push for incident resolution.  There are still many old outstanding tickets.  Someone needs to analyze where repeat incidents happen and fix root cause. Collaboration among different functional teams needs to be improved.  ""IT Escalation"" is actually not working."
12151,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","So far, I don't see any support team to proactively tell us the root cause of an incidents.  Typically they will say the incident has been resolved.  If you don't ask it, they won't tell you anything.  If you ask, they will say they would check.  In my last incident, a few days have passed.  No update is communicating.  "
12151,Global Supply Chain,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","It's been a few months already.  I still see lots of onboarding problem.  HR keeps telling me that the accounts were not created properly.  AD groups are missing, Email cannot be used, etc"
12151,Global Supply Chain,APAC,"You rated the quality of resources poorly, can you please elaborate?",It's improving but still not up to expected quality.  
12151,Global Supply Chain,APAC,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Typically there is no commitment to any deadline for any infrastructure setup work.  
12151,Global Supply Chain,APAC,"You rated the level of process poorly, can you please elaborate?","many processes are unclear.  e.g. onboarding of non-workday factory workers.  It has problems all the time.  It was clear before, probably, execution is not done properly."
12151,Global Supply Chain,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","I mean HCL poorly understand the our processes.  e.g. onboarding process of non-workday factory worker, our network structure, support person in different teams"
12157,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,HCL are open minded and provide feedback and suggestions which is a welcome change. I have more productive meetings with my teams and feel like they are participating instead of just taking instructions and executing. There are quite a few great assets on the HCL side that are amazing at what they do and have so much passion in the work they do.
12157,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,"HCL has been a welcome change, I think with time this will be a strong partnership to push us closer to our technology goals. I can say personally that I have done more in the months than I had done in 2 years before HCL. "
12157,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Leads are quite often the only resource doing most of the tasks. The teams need to be more evenly spread so that when people are on leave or vacation the impact is not so great. 
12159,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,- Continued understanding of the business impact of different tech issues
12159,SPES,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",Approaches to address the resource requirements of O2I were not forthcoming. 
12159,SPES,North America,"You rated the resource availability poorly, can you please elaborate?","During the O2I cutover we had need for HCL PROD/DBA support resources, but these resources were not dependably available at the time needed. "
12159,SPES,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",My experience is directly related to the O2I release and PROD support activities shared previously
12159,SPES,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",My experience is directly related to the O2I release and PROD support activities shared previously
12159,SPES,North America,"You rated the level of process poorly, can you please elaborate?",I haven't been clear on who to contact for different teams.
12163,Business Value Management,North America,"You rated the resource availability poorly, can you please elaborate?","Per our engagement with HCL regarding HCL Intake process, we identified a problem that a approval flow will time out in 30 days. We have asked HCL to reach out to their COE and provide us a solution but we are not getting timely update on that."
12166,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,HCL is working to get all Mattel technology knowledge  
12166,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,i want to highlight the great work of HCL Anaplan and TPM had performed. 
12166,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Mattel apps integrations 
12166,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","The HCL team is improving communication, but we are still not at the desired level. We can see this in the SMART stabilization and Crisis management chats, and the Mattel team constantly has to ask for status, where HCL sent a communication to the business, and they have After more than 5 hours, they are giving an update"
12166,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","Regarding the applications I manage, I have only received one ""opportunity"" for improvement from HCL; I think they are overcarried with the current load and the constant P1s who have not been able to dedicate more time to improve on a day-to-day basis."
12166,Digital & Commercial,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",I think the HCL team is overcarried with the current load and the constant P1s who have been unable to dedicate more time to improve or innovate
12166,Digital & Commercial,North America,"You rated the innovation of HCL poorly, can you please elaborate?",I think the HCL team is overcarried with the current load and the constant P1s who have been unable to dedicate more time to improve or innovate
12166,Digital & Commercial,North America,"You rated the level of process poorly, can you please elaborate?","HCL tried to implement new processes, but reality (taking projects/enhancements intakes as an example) is not working as was designed; When a project request is made, I have had the bad experience of spending up to 1 month without an update, and then I have to open a new request. There is no clear visibility of the projects and their status."
12166,Digital & Commercial,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","In the past months HCL has shown ignorance in the integrations that the applications have (for example, SMART integration); I want to acknowledge the great work that the HCL team has done for the Anaplan and TPM applications."
12168,Infra & Ops,APAC,What is going well in the Mattel-HCL partnership?,They are willing to engage 
12168,Infra & Ops,APAC,Do you have any general comments about the Mattel-HCL relationship?,"Good relationship at the top level , suffering at the lower level "
12168,Infra & Ops,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"HCL should provide a comprehensive service improvement plan in order to improve the customer experience , not only users, also need to focus on Mattel IT"
12168,Infra & Ops,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Support teams are not capable of problem isolation, and even not able to notice some noticeable errors . They keep prompting users to do a lot of useless things which are not generating any hints to the problem . Different teams are pushing the balls among each other in n front of the users. "
12168,Infra & Ops,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",The team not even able to identify the root cause and fix . They simply bandit the symptoms and get rid of the user 
12168,Infra & Ops,APAC,"You rated the resource availability poorly, can you please elaborate?","No one in the support call was able to tell the full picture and end to end data flow of the process . And they even don’t know what is the “correct behaviour” of the appl., they simply try on getting more and more people into the call but not sure if that is a right person . Waiting time occupied over 50% of the call ."
12168,Infra & Ops,APAC,"You rated the quality of resources poorly, can you please elaborate?",The resource don’t even able to identify some noticeable symptoms of the problem 
12168,Infra & Ops,APAC,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","Poor problem isolation skills , and poor communication skills . They only get more and more people into the call and mess up with arguments among themselves "
12168,Infra & Ops,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?",No one response until escalated by Mattel IT
12168,Infra & Ops,APAC,"You rated the communication and professionalism of HCL poorly, can you please elaborate?",The support teams push the balls among themselves in the call in front of the users 
12168,Infra & Ops,APAC,"You rated the collaboration of teams poorly, can you please elaborate?",Poor comm skills and use a lot of jargons to confuse users 
12168,Infra & Ops,APAC,"You rated the cohesiveness of HCL poorly, can you please elaborate?",The support team from different teams are not helping each other to solve the problem .
12168,Infra & Ops,APAC,"You rated the promotion of innovation by leadership poorly, can you please elaborate?","Not even innovation . There were no plan to get things done . All the plan and coordination has to be done by Mattel 
"
12168,Infra & Ops,APAC,"You rated the innovation of HCL poorly, can you please elaborate?",Easing new ideas will attract a lot of HCL people meeting with me without any improvement plans . Which is wasting my time 
12168,Infra & Ops,APAC,"You rated the ability of leadership to inspire good relations poorly, can you please elaborate?",I don’t see any leadership here . No one was able to coordinate among different support towers 
12168,Infra & Ops,APAC,"You rated employee recognition by leadership poorly, can you please elaborate?",I’m never see that happen to my area 
12168,Infra & Ops,APAC,"You indicated a lack of inclusion by leadership in the decision-making process, can you please elaborate?",They don’t make decision or suggestions . Everything relies on Mattel or the vendors 
12168,Infra & Ops,APAC,"You rated the level of process poorly, can you please elaborate?","Process not be followed ( or even no standard process), everyone in the support call was just doing brainstorming "
12168,Infra & Ops,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","No one event have the full picture of the appl, and even some basic info also need to be provided by the user every time when the same problem happens "
12168,Infra & Ops,APAC,"You indicated a lack of empowerment to make decisions, can you please elaborate?",My decisions focus on a smooth business operations . But the corp processes and procedures are slowing me down which makes me not able to support the business on a timely / effective manner 
12168,Infra & Ops,APAC,"You indicated a lack of trust and partnership with HCL, can you please elaborate?","My role from HCL’s perspective is just a helper , to support HCL to support Mattel "
12170,Infra & Ops,LATAM,What is going well in the Mattel-HCL partnership?,Communication is flowing on the right direction
12170,Infra & Ops,LATAM,What are the areas for improvement in the Mattel-HCL partnership? ,"Response times understanding, meet those times and proper ticket handling."
12170,Infra & Ops,LATAM,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Many times I've asked to have root cause of certain issues which have not been delivered, solution is provided, but root cause remains a mistery"
12170,Infra & Ops,LATAM,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","FSS have been dealing with a lot of manual updates to computers that suddenly stop working. Audio drivers, bluetooth drivers, etc etc. This is either not identified or caused by some other system sending updates or wrong drivers."
12170,Infra & Ops,LATAM,"You rated the responsiveness of resources poorly, can you please elaborate?",We need to escalate issues to get proper and on.time responses. HCL has not been able to communicate the SLA expectations for each tower. Tickets are being closed without confirming resolution or without any sort of communication to the user.
12170,Infra & Ops,LATAM,"You rated the innovation of HCL poorly, can you please elaborate?","So far, from my perspective we're working BAU without any major improvement from what we used to have. "
12170,Infra & Ops,LATAM,"You rated the level of process poorly, can you please elaborate?",We still have a lot of proceses not properly documented or followed.
12172,Corporate,North America,"You indicated a lack of inclusion by leadership in the decision-making process, can you please elaborate?","When there are issues related to the area that i support i have to keep reminding the HCL support team to involve me on the decisions or the work that is being done, i feel disconnected with the processes that i support and the work that they provide"
12174,Global Supply Chain,North America,What is going well in the Mattel-HCL partnership?,"weekly touch points with resources, P1/P2 collaborative work, leadership escalation"
12174,Global Supply Chain,North America,Do you have any general comments about the Mattel-HCL relationship?,"I feel there is good resources involved to setup a good foundations, quality and effectiveness should be better by now. "
12174,Global Supply Chain,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"resources appears overworked/understaffed, available POC during business hours, tickets/request SLA from applications support team. Knowledge Transfer still problematic with initial transition and ongoing projects. "
12174,Global Supply Chain,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","still a lack of understanding of Mattel environment and identifying root causes. Not sure if the team understands the issue or still investigating. - no feedback unless chasing for answers for days. questions are asked at last resort only. no pro-activity, teams appears overwhelmed and understaffed."
12174,Global Supply Chain,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","opportunities are rarely identified and if so, not followed. still in problem resolution mode."
12174,Global Supply Chain,North America,"You rated the resource availability poorly, can you please elaborate?","during business hours, some of the primary point of contacts may not be responding or available for hours/days without alternative contacts. "
12174,Global Supply Chain,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","Time: there is no enforced concept of SLA for incidents -- may take months to action upon. days/weeks to respond is not acceptable. 
Time: small enhancements will take several weeks for estimation only, execution seems better. 
Quality: recurring problems are not addressed yet. solutioning with patching only."
12174,Global Supply Chain,North America,"You rated the collaboration of teams poorly, can you please elaborate?","tickets are being re-assigned between teams with no apparent communication among them causing errors and delays. miscommunications in emails, reaching out business with technical questions, giving  an overall poor image of GTO."
12174,Global Supply Chain,North America,"You rated the level of process poorly, can you please elaborate?","ticket response, resolution time have not been confirmed, this was asked to leadership very early in the transition. small enhancement intake process is not aligned with expectations.( Did not experience project intake yet.)"
12175,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","It is missing communication of problem root causes between production support team, biz user and local IT.  No explanation of root cause and what they've fixed through email/text message."
12175,Global Supply Chain,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","Current stage is just fixed the issue incident by incident,   the similar issue still happen recurrently"
12175,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?","HCL is lack of Mattel business operation knowledge,  they are weak on sense of urgency."
12175,Global Supply Chain,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",They are weak on understanding of business activities and processes
12178,SPES,North America,What is going well in the Mattel-HCL partnership?,"they are partnering to onboard and align with Mattel to understand our people, processes, and technology"
12178,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,"overall, its a new relationship so, so I envision we'll go through the normal group work stages of: forming, storming, norming, and performing as time progresses "
12178,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,have a larger bench of resources to pull from so we can quickly onboard resources when needed for new projects or additional BAU support
12179,Undefined,North America,"You rated the level of process poorly, can you please elaborate?",-
12179,Undefined,North America,"You rated the clarity of your roles and responsibilites poorly, can you please elaborate?",-
12180,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,it has gotten better since turnover but still requires much improvement
12180,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,"more of the same we saw with CTS, requires constant monitoring and involvement for work to complete, daily tasks to get done or monitoring to be actioned."
12180,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,need stronger resources that understand the underlaying technologies and dont exclusively rely on 3rd party or Mattel resources to get the work done.
12180,Infra & Ops,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Lack of general understanding of the environment and underlaying technologies used. Mattel involvement is constantly required.
12180,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",I have seen 0 effort on the I&O side to generate reports to identify improvement opportunities or any sign of it being a concern/priority
12180,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?",Lack of resources who understand the environment or the underlaying technologies. 
12180,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?",do not understand the technologies in use or the environment
12180,Infra & Ops,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Requires constant follow ups and corrections
12180,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",Requires constant follow ups and corrections
12180,Infra & Ops,North America,"You rated the collaboration of teams poorly, can you please elaborate?","no inter tower communication, constantly needing follow ups and getting the teams together from Mattel side."
12180,Infra & Ops,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","no inter tower communication, constantly needing follow ups and getting the teams together from Mattel side."
12180,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?",I do not see recommendations or the effort being put in to give us any
12180,Infra & Ops,North America,"You rated the level of process poorly, can you please elaborate?",process are in their infancy and arent user friendly/time effective as they currently stand
12180,Infra & Ops,North America,"You rated the clarity of your roles and responsibilites poorly, can you please elaborate?",working across many towers to get things done where I should not be involved
12180,Infra & Ops,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",constantly requiring aid from Mattel to understand basic concepts and implementation steps required
12184,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,Coordination and flexible delivery mindset
12184,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,All the team are professional and drive value for Mattel.
12184,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,offshore connectivity with status meetings -attendance could improve
12188,Security,North America,"You rated the resource availability poorly, can you please elaborate?","As of June, there are still transition in team members and loss of knowledge transfer among HCL members."
12189,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,I am fine to work with TPM and A&P HCL partner. They are responsive and reliable. 
12189,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,-
12189,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,HCL should do internal collaboration. Mattel should find and gather right HCL teams to resolve issue.
12189,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","It seems that they are not talking each other between different teams. 
- Have to explain the same issue multiple times with different team members
- HCL always says that they get back to me after investigation, but no feedback. 
- No ETA "
12189,Digital & Commercial,North America,"You rated the resource availability poorly, can you please elaborate?","- It is really hard to find the right person to discuss urgent issue
"
12189,Digital & Commercial,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","I opened 2 intakes alsmost 2 months ago, but there is no respose yet. "
12189,Digital & Commercial,North America,"You rated the collaboration of teams poorly, can you please elaborate?",They are not talking each other. Mattel has to figure out who involves to the issue and to make a call.
12189,Digital & Commercial,North America,"You rated the innovation of HCL poorly, can you please elaborate?","Currently, they are busy to catch up the current process"
12190,Infra & Ops,EMEA,What is going well in the Mattel-HCL partnership?,People listen and learn by doing - Teamwork and collaboration is also ok 
12190,Infra & Ops,EMEA,Do you have any general comments about the Mattel-HCL relationship?,i appreciate the cooperation with my HCL employees working in my Queue. I see them listening and learning from mistakes and daily doings. We also respect each other and know that a transition takes time - even when slow we doing the right steps and become better every day.
12190,Infra & Ops,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,Resouces needs to learn quicker - but this only works if we would get more Resouces to allow others to learn the Applications - we unfortuantly lost a lot of knowlege.    
12190,Infra & Ops,EMEA,"You rated the quality of resources poorly, can you please elaborate?","even when KT was held the HCL People still learn, somtimes from Zero - it looks as some Knowlege is not there at all - this mean Mattel needs to give daily Trainings and help. it is also so that we loos too many time in the Process where Customer Deadlines are missed and where B2B is negative impacted. We do not have bad resources but we             "
12190,Infra & Ops,EMEA,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","We do not have bad resources, but learning by doing take a very long time - we loose a lot of deadlines. Business Side started to complain about the Quantity !     "
12194,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,Very slowly HCL is picking up what CTS left off but it starts to show progress.
12194,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,I think HCL is willing to learn to improve and we're seeing sign of building a good relationship but HCL needs to keep up.
12194,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"HCL needs to take more ownership and proactive in solution issues, and identify issues before they happened."
12194,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","From oversight, issues were generally identified by Mattel and suggested to HCL for improvements but they're rarely implemented or improved on time."
12194,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?",EFT resources are not generally technically on par with the requirements.
12194,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?",There are no innovation from HCL so far.  All directions are driven by Mattel oversight.
12200,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,"1.Great collaboration
2.Proactive problem management approach
3.Seamless communication
4. Striving to learn and develop
5.Responsiveness 
6. Strong values
"
12200,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"1.Migitigation of resource constraint for certain technology towers. 
2. Maintenance of Security hygiene 
3. Service Improvements
4.Automation"
12200,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","Currently there are no resources available with W365 Technology skillset to support the operational & BAU activities. Citrix tower has resources with basic L 1.5 skillset but Mattel environment needs SME level resources to drive operations , BAU support ,critical root cause analysis , proactive problem management, service improvements and bring in innovation and automation."
12202,Global Supply Chain,North America,What is going well in the Mattel-HCL partnership?,I believe things are improving as HCL becomes more familiar with our systems and processes.  Rebadging Cognizant employees to HCL employees also helped.
12202,Global Supply Chain,North America,What are the areas for improvement in the Mattel-HCL partnership? ,The help desk needs to improve their response times and needs to enable better communication between the people that submit tickets and the teams responsible for resolving the tickets.
12202,Global Supply Chain,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the resource availability poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the quality of resources poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the communication and professionalism of HCL poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You rated the innovation of HCL poorly, can you please elaborate?",HCL has been struggling with the Confluent Upgrade and has required help from Mattel staff to make progress.  Admittedly Confluent can be difficult to configure but HCL has not provided the leadership to resolve issues or provide suggestions for solutions without the prompting of Mattel staff.  The situation does seem to be improving slightly due to the training/guidance they are receiving from Mattel.
12202,Global Supply Chain,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12202,Global Supply Chain,North America,"You indicated a lack of trust and partnership with HCL, can you please elaborate?","I opened several requests at the beginning of the year that took months to complete, yet should have taken minutes of work to fulfill.  Repeated inquiries for updates and status reports went unanswered for long periods of time.  From what I understand there were initially challenges with the transition to HCL; not sure if we have resolved all of them yet though."
12204,Undefined,North America,What is going well in the Mattel-HCL partnership?,Everyone is doing their best with the circumstances they were provided with.
12204,Undefined,North America,Do you have any general comments about the Mattel-HCL relationship?,It seems too soon to make judgements or fill out surveys.  Learning curves / ramp-up times can be 12-24 months.
12204,Undefined,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Having patience and understanding for teams that had limited KT.  Resource allocations may have been underestimated.
12204,Undefined,North America,"You rated the resource availability poorly, can you please elaborate?",It is too soon too provide a judgement.  Many of the systems take many months to ramp up.  At least over 12 months.  More likely 18+.
12204,Undefined,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?",same reply as before.  it is too soon for this survey.
12204,Undefined,North America,"You rated the level of process poorly, can you please elaborate?","The term ""impede"" is the operative word here.  For small changes, many times I find that the whole change mgmt experience is burdensome and will take longer than the change itself."
12204,Undefined,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",Similar response.  It is too early to make this judgement.  Training is an ongoing process and there are instances where training that had taken place is repeated.  It is the difference between receiving an initial explanation without understanding a system or not having done the work yourself vs. performing a task yourself and understanding why something might be done the way it is done.  More time is required to understand a highly complex environment.
12206,SPES,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,systems knowledge and business understanding. I trust this is a learning path and will improve over time
12206,SPES,EMEA,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","I did not comment on the roles and responsibilitiesm I chose disagree on : My HCL partners understand our systems, business activities, processes, and strategy. They also understand the scope, objectives and urgency of their respective projects. I think the business understanding and knowledge on the sytems is not yet on par with CTS. I trust this will improve over time."
12208,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,I'm happy with the network & voice teams from HCL
12208,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,There could be improvement in interdepartmental collaboration when disparate HCL groups are working together.
12210,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Mattel side stinks, unless you are in Sven's inner circle, good luck getting any meaningful communication about HCL progress and contributions.   Why not give some of the HCL leadership an opportunity to present themselves?"
12210,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Where are RCAs kept?   I never see them.
12210,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",I'm not aware of any HCL driven performance improvements.   I'd love to hear about them.
12213,Business Value Management,North America,"You rated the level of process poorly, can you please elaborate?","I think there's need for better communication, however I haven't had much to deal with HCL so mostly I simply responded neutral. "
12214,Security,North America,What is going well in the Mattel-HCL partnership?,"Initially there was an upward trend in efforts and work performed, but that has hit a plateau at the moment."
12214,Security,North America,Do you have any general comments about the Mattel-HCL relationship?,"I think the resource level should more coincide with skill set than perhaps number of years worked or other metrics that could slightly oversell a resources skillset, drive or ability."
12214,Security,North America,What are the areas for improvement in the Mattel-HCL partnership? ,There needs to be more ownership of responsibilities and accountability for areas which are lacking. 
12214,Security,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","There is not enough ownership of areas in order to dive deep enough into issues and problems go undetected or stay undetected until someone or something uncovers it. A lot has been inherited and it is difficult to take that on, but there should be a desire to want to resolve issues and improve areas in need."
12214,Security,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",There are a lot of areas that could use improvement that do not seem like they are improving or appear to be improving but in actuality are still at the same level or in some cases worse.
12214,Security,North America,"You rated the resource availability poorly, can you please elaborate?",I feel that the skillset of some resources is not at the quality it is presented to be
12214,Security,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","I think overall the dependability of some resources could be better. At times requests are done at face value, without taking the steps to actually validate or verify a problem"
12214,Security,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",The issue is not the actual responsiveness but the quality of the responses at times
12214,Security,North America,"You rated the collaboration of teams poorly, can you please elaborate?",The different areas sometimes do not communicate or work to the same goal at times
12216,Digital & Commercial,LATAM,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Because there was a very poor knowledge transfer by CTS, the HCL team does not know how to resolve incidents or do certain activities, they must investigate first, this takes more time than it should and delays processes and solutions."
12216,Digital & Commercial,LATAM,"You rated the innovation of HCL poorly, can you please elaborate?",I have not seen any new initiative from HCL
12216,Digital & Commercial,LATAM,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?",We need HCL to share their SLAs and distribution lists with us
12218,SPES,North America,What is going well in the Mattel-HCL partnership?,"There are a couple of areas, such as Middleware support, Oracle DBA, and GCP Admin, that are working very well and promptly responding to all the requests/queries.

The team is working hard and trying to resolve the issues as much as possible."
12218,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Here are the areas where HCL needs to improve:

1. Acquiring more knowledge about the existing systems.
2. Working with Enterprise Architects to understand the current state of architecture and the IT landscape of Mattel's current systems.
3.The mid-level management at HCL needs to act on any queries.
4. The escalation management process needs to be improved."
12218,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Adobe Campaign (an email marketing tool) import jobs have not been running for nearly 30 days, resulting in the failure to update consumer unsubscribe data. This poses a privacy and GDPR compliance issue. The support team did not monitor or notice the import job metrics. I would feel that still HCL team need to improve the monitoring and communicating to right teams to improve it. "
12218,SPES,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","For the digital portfolio, there are a few areas where the HCL team lacks the skills to identify the root cause and provide appropriate solutions, especially in MDW/EDW job-related issues."
12218,SPES,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","""We were attempting to connect with the support team for clarification on CA job configuration and  also MDW app support team has no clue about what they are doing. "
12218,SPES,North America,"You rated the cohesiveness of HCL poorly, can you please elaborate?","One good thing I see here is that HCL has hired some talented resources from CTS into their organization. However, they still need to acquire skilled resources to provide comprehensive application support"
12218,SPES,North America,"You rated the innovation of HCL poorly, can you please elaborate?","Right now, I do not see HCL team leading or providing leadership; instead, they are merely order takers at the moment. Perhaps in the future, they can improve and step up their game"
12218,SPES,North America,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","There are areas that still need to acquire more knowledge on our systems, such as MDW, Adobe Campaign, OHDS, Salsify, MAX (or MALIBU), and so on."
12227,Digital & Commercial,EMEA,What is going well in the Mattel-HCL partnership?,"HCL persons are skilled, motivated; but it takes significant time for KT. This may have been underestimated by senior Mattel IT managenent."
12227,Digital & Commercial,EMEA,Do you have any general comments about the Mattel-HCL relationship?,See above
12227,Digital & Commercial,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,See above - plus so far i have not seen any communication how this partnership has been evaluated until now. Surely this must be known by both  Management teams. 
12227,Digital & Commercial,EMEA,"You rated the resource availability poorly, can you please elaborate?",Resources need significant time for KT. Slows down projection significantly because most of the HCL resources are new to the Mattel account.
12227,Digital & Commercial,EMEA,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?","It takes significant time before project resources can add value to due long learning curve to understand Mattel business processes, applications, etc. "
12227,Digital & Commercial,EMEA,"You rated the level of process poorly, can you please elaborate?","Eg QA resources - same comments as before. Do not add value; require more time for KT, etc."
12227,Digital & Commercial,EMEA,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",Similar to previous comments
12234,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","In several cases, HCL support team did not find the root cause."
12234,Global Supply Chain,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",More focus on getting tickets closed by a quick fix or a workaround instead of fixing the root cause.
12234,Global Supply Chain,APAC,"You rated the resource availability poorly, can you please elaborate?","Not skilled in their responsible area. Sometimes, even pointing them a direction, they still not able to find the root cause."
12234,Global Supply Chain,APAC,"You rated the quality of resources poorly, can you please elaborate?",An example: a data table in production database was emptied by HCL a support team member.
12234,Global Supply Chain,APAC,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Need to guide them in detail to fix some problems.
12234,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?",Some problems are not fixed more than 1 month. For example: the problem of unstable network connection in MSC office.
12234,Global Supply Chain,APAC,"You rated the cohesiveness of HCL poorly, can you please elaborate?","HCL support teams are not familiar with the responsibiltiy of each other. In some case that a problem requires cross-team to support, some support person even don't know which team he should get support from."
12234,Global Supply Chain,APAC,"You rated the promotion of innovation by leadership poorly, can you please elaborate?","We are not at the stage of promption of innovation yet, we are still at the stage of fixing the backlog tickets."
12234,Global Supply Chain,APAC,"You rated the innovation of HCL poorly, can you please elaborate?",Never received innovative recommendtions so far.
12234,Global Supply Chain,APAC,"You rated the ability of leadership to inspire good relations poorly, can you please elaborate?",Good relations are based on good services.
12238,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,Onsite FSS serive are acceptable so far.
12238,Global Supply Chain,APAC,Do you have any general comments about the Mattel-HCL relationship?,Not reach to CTS/Wipro level service yet. 
12238,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"For common issue, find root cause instead of focusing the ticket closing one by one."
12238,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","For many tickets, no one actually did anything but asking users for status days later or just asking if ticket could be closed or not.   Some cases, tickets closed without user acknowledge. 
"
12238,Global Supply Chain,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","We knew a lot of similar cases, but support team just focus on the particular ticket closure. No one provided root cause analysis. 
E.g. We are facing user network connection issue frequently, particular user might be connecting days later by re-trying or using other work-arround. Espeically the VIP visitors, several days later, their own connection issues are not issue any more as they have left the site. But new coming visitors face the issue again. The root cause is still there but particular user ticket might be closed. "
12238,Global Supply Chain,APAC,"You rated the resource availability poorly, can you please elaborate?","User opened itcket. No one response. Users keep approaching us, local IT BA for help. But no one reponse us alos. 
Recently, APAC have one assigned HCL contact person, hope it's better later on."
12238,Global Supply Chain,APAC,"You rated the quality of resources poorly, can you please elaborate?",Not sure if it's resource quality issue or something else. Just don't response user except asking if ticket can be closed days or weeks later.
12238,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?","Not sure if it's resource quality issue or something else. Just don't response user except asking if ticket can be closed days or weeks later.
Overall, onsite FSS services are good."
12238,Global Supply Chain,APAC,"You rated the communication and professionalism of HCL poorly, can you please elaborate?","Users opened tickets but no one reponse them timely. They either contact onsite FSS or approach local IT BA.
Overall, onsite FSS services are good."
12238,Global Supply Chain,APAC,"You rated the collaboration of teams poorly, can you please elaborate?",I got a lot of user complains and said their tickets closed without resolving issues.
12238,Global Supply Chain,APAC,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",Didn't see it.
12238,Global Supply Chain,APAC,"You rated the innovation of HCL poorly, can you please elaborate?",Didn't see it. 
12238,Global Supply Chain,APAC,"You indicated a lack of inclusion by leadership in the decision-making process, can you please elaborate?",Never.
12238,Global Supply Chain,APAC,"You rated the level of process poorly, can you please elaborate?","For same issue from differrent users, keep asking for a lot of same information(IP/Mac/Switch#/port, etc.) but didn't find the root cause everytime until user lost patience and give up with other work-arround. Normally, need onsite FSS or local BA's help as end users don't know what they are asking for."
12238,Global Supply Chain,APAC,"You indicated a lack of trust and partnership with HCL, can you please elaborate?","Based on past tickets resolving history, I prefer not to open ticket s as I don't expect my issue could be resolved. Except onsite FSS or DBA request or helpdesk."
12239,Digital & Commercial,APAC,What is going well in the Mattel-HCL partnership?,They are committed to learn and show proactiveness in future 
12239,Digital & Commercial,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"Understand business requirements and process , apply their knowledge for quick resolution"
12239,Digital & Commercial,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",HCL is working on root cause for many issues occurred but lacks proactiveness.  
12239,Digital & Commercial,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",They still need to up their knowledge to resolve issues faster
12240,Digital & Commercial,LATAM,"You rated the resource availability poorly, can you please elaborate?",It is always a problem to find resources for compliance project that are not part of the AOP. Even those inside AOP generate resources conflicts
12240,Digital & Commercial,LATAM,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",We constantly have to make different HCL areas to communicate and work together properly.
12240,Digital & Commercial,LATAM,"You rated the responsiveness of resources poorly, can you please elaborate?","Same as before, getting resources for new projects is bureacratic and take a lot of time"
12240,Digital & Commercial,LATAM,"You rated the cohesiveness of HCL poorly, can you please elaborate?",Communication and approval between HCL areas is a huge area of opportunity
12240,Digital & Commercial,LATAM,"You rated the level of process poorly, can you please elaborate?",Process are not clear and they constantly change from the theoritical processes
12242,Corporate,North America,What are the areas for improvement in the Mattel-HCL partnership? ,It will be better if HCL can provide us more knowledgeable people in my work stream.
12245,SPES,EMEA,What is going well in the Mattel-HCL partnership?,Core team are strong and knowledgeable.  Leadership visible and approachable. 
12245,SPES,EMEA,Do you have any general comments about the Mattel-HCL relationship?,"I was surprised by some of the decisions to bring former CTS staff back to HCL - frankly, in some cases, the people that have been brought back were not considered to be particularly strong, and concerned about reverting back to the old way of doing things in some cases - some consultation with Mattel staff would have been good here."
12245,SPES,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,"Support oversight still needs improvement, tickets need to be resolved faster and with far less input from Mattel.  I would like to see a single person responsible for ticket triaging/oversight for each area, who can recognize if multiple tickets are received for similar issues and treat them as a single problem, assign all tickets to relevant support team members appropriately, and be aware of/own the ticket priority and status for their area.  Currently this only happens if tickets are escalated.  I have also been suggesting for a while that support team need to learn our tools from a business user perspective, to be able to better understand the tickets that are coming in.  Core team are spread too thinly."
12245,SPES,EMEA,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","I feel like we're constantly having to chase for root cause analysis, and often when it does come, it's vague.  Little evidence that multiple tickets for the same problem are being identified and handled/grouped together. Ticket oversight and prioritization needs significant improvement."
12245,SPES,EMEA,"You rated the resource availability poorly, can you please elaborate?","Whilst I believe that the individuals are stronger than CTS had, we have a far smaller core team than last year - there is no ""bench of resources"" - we're having to juggle different skillsets - these folks are also quite senior and will have to end up doing tasks that could be performed by more junior resources with guidance.  I feel we need some junior resources in the core teams to be able to do some of the lower level development work.  I have enhancement requests that were submitted in March that I do not yet have estimations for."
12247,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,Still too early to tell based on my opinion
12247,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,The KT from CTS to HCL still needs some work
12247,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Need to provide better follow up and responsiveness 
12250,Digital & Commercial,LATAM,"You rated the resource availability poorly, can you please elaborate?","HCL has to consider the working hours of the region, Latin America. During working hours resources are not always available and incidents are centralized by one resource."
12250,Digital & Commercial,LATAM,"You rated the responsiveness of resources poorly, can you please elaborate?","There are incidents that it is needed an urgent reply and tracking, this is not always accomplished."
12256,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,"Communication has improved, especially with regard to priority incidents."
12256,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,It may be helpful to share with HCL our cloud strategy and direction well in advance so that operational resources can be onboarded and trained.
12256,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","Apart from 1 or 2 key resources, HCL lacks depth in resource availability.  This is especially the case with new, emerging cloud technologies, and when the need for advanced troubleshooting arises.  Mattel seems to be onboarding new cloud technologies at a pace faster than HCL can consume operationally."
12258,SPES,North America,What is going well in the Mattel-HCL partnership?,"The application SLAs are stabilizing after a rough transition period.  I trust that the team is starting to understand the application landscape, technologies, and processes."
12258,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Problem Management and RCAs; Minor Enhancements; and Communication Management
12258,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",There are many P2 Priority Incidents that are not followed up on consistently with a RCA.  I find myself continually following up to ask for an update on the RCAs however I do not receive adequate follow-up from our partner.
12258,SPES,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",HCL does not proactively look for performance opportunities.  We need to engage the HCL Management Team to request their help to follow-up on performance improvement opportunities and many times resources are unavailable to provide support.
12258,SPES,North America,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",I cannot recall an example of where the HCL leadership team has promoted an innovation idea.
12261,Corporate,North America,What is going well in the Mattel-HCL partnership?,The individuals on the teams seem to know their roles and do the work well.
12261,Corporate,North America,Do you have any general comments about the Mattel-HCL relationship?,None
12261,Corporate,North America,What are the areas for improvement in the Mattel-HCL partnership? ,The different HCL teams could work with each other a little better (across applications).
12261,Corporate,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","I have been on many calls where the ""work around"" gets identified, but root cause does not seem to be the goal of investigation."
12261,Corporate,North America,"You rated the level of process poorly, can you please elaborate?","The ""Intake Process"" was not discussed with Mattel management and communicated through out IT before HCL folks started informing us that all service requests will be closed and enhancements will be converted to Intake.  The business was not aware of this and will raise concern on why their Service Request was closed."
12265,SPES,North America,What is going well in the Mattel-HCL partnership?,added bandwidth for projects/programs
12265,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Anytime I have to interact with HCL, no proactivity or speediness is displayed in identifying root causes and corresponding solutions. "
12265,SPES,North America,"You rated the resource availability poorly, can you please elaborate?",Needed skill sets are not available although communicated as such. For example Salesforce know-how. Simple request become month long journeys. 
12265,SPES,North America,"You rated the quality of resources poorly, can you please elaborate?",Easy requests take time because the know-how does not seem to be available. 
12265,SPES,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",Requests that should be taken care of within an appropriate amount of time become month long journeys with lots of back and forth.
12265,SPES,North America,"You rated the innovation of HCL poorly, can you please elaborate?",I don't feel the difference that was promised by hiring HCL. CTS or HCL. It feels the same. 
12266,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,Improving communications.
12266,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,"Always room for improvement, and it will take time.  "
12266,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"A better feedback loop on resolution of issues, especially feedback to the end users on problem resoltuion."
12266,Digital & Commercial,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","I have had several cases of incidents or issues popping up that are addressed eventually, but no root cause explained.  There are many more cases of tickets being closed as resolved, but the end user has no idea why the ticket was closed when the issue was not resolved.  I believe a little more communication with the end user, or analyst or PM would go a long way towards improving this rating."
12271,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,I can see HCL is improving 
12271,Global Supply Chain,APAC,Do you have any general comments about the Mattel-HCL relationship?,The HCL team is not just a partner but also a supporter of Mattel. I expect Mattel should have quality service provided by HCL 
12271,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"They should keep in mind that their correct feedback to users is important.




"
12271,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",My experience is HCL didn’t provide the root causes after the problem was fixed or the same problem happened again
12271,Global Supply Chain,APAC,"You rated the quality of resources poorly, can you please elaborate?","One of the example was HCL feedback to user they don't know what is the root cause, but my though is being a support team you cannot provide such answer"
12271,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?",They don’t know their feedback to user is critical for example one of the support reply to user the email account was hacked but actually is not. It cause a lot of follow up action because of his incorrect feedback to user.
12271,Global Supply Chain,APAC,"You rated the collaboration of teams poorly, can you please elaborate?","I don’t see the agreement, and I don't know how they define collaboration, but my experience is they will pass the problem to Mattel without any analytical information."
12271,Global Supply Chain,APAC,"You rated the level of process poorly, can you please elaborate?","The process is not clear, suggest conducting internal training so that we know the team responsibility, per my understanding, HCL defines a lot of TEAMs "
12271,Global Supply Chain,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?","Like my previous feedback, HCL should conduct an introduction session for their current organization when supporting Mattel "
12271,Global Supply Chain,APAC,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?",They still need more business knowledge and need to know the urgency from the business point of view. 
12272,Digital & Commercial,North America,What is going well in the Mattel-HCL partnership?,"There are great resources that are driven to learn and understand what we do at Mattel. They look into the root cause and follow up with the right team. I feel very fortunate that , Swati Panjwani is part of the Americas iSeries support team."
12272,Digital & Commercial,North America,Do you have any general comments about the Mattel-HCL relationship?,"Similar to the improvement question, in my career, I have not seen a partnership like this. Every IT environment I have worked with has used agencies to add to the development pool. The company employees were the owner or processes, systems, decisions and prioritization. The agencies were there to be leaders in their respective, but not set leadership and process standards. Should HCL be such leaders for processes and resource management? "
12272,Digital & Commercial,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Not sure if this is an improvement, but who is checking that the right work is being done and everything is moving ahead as expected?"
12272,Digital & Commercial,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","They do what they are told in the ticket. There are a few good resources that will work with you, but most are just looking to do what is asked and not have to think. "
12272,Digital & Commercial,North America,"You rated the resource availability poorly, can you please elaborate?","Changes take an extremely long time to move ahead and the priority line never gets smaller. For example, ISIS Americas set the priority for work over 2 months ago. The number 1 request was still in the same status a month later. Not sure if the work is happening in the background and the status is just old. Just not clear. I have multiple request that are not on the list yet and pending review by the submission process. I don't know how they will be worked on if the current list (2022 or older requests) are not moving ahead quickly."
12272,Digital & Commercial,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",The answers to the previous questions are a mix of good resources and resources that can improve. There will always be a disconnect between what the users expect and what IT delivers. The requests I bring forward are a priority and I am making the team aware that this is a priority. Some resources are great and work on the request right away and others just take longer. Not sure if it's experience or to many requests for the team. 
12272,Digital & Commercial,North America,"You rated the level of process poorly, can you please elaborate?","For change requests, the process for submission is clear, but what happens next?  There is a black hole on how things should move forward or when the request will get put to a project or an enhancement. Users ask me for an update and I don't know what to do other then look at the portal."
12273,SPES,North America,What is going well in the Mattel-HCL partnership?,"Other than as an end user with issue and service requests, I've had limited interactions with HCL."
12273,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,"The myGTO Service Now interface is not great and the System has a lot of older tickets where status were never updated. Or they closed the ticket but did not document a reason, confirmation from the user that the issue was resolved, and the status still shows as something other than closed/resolved. "
12273,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"HCL should strive to make contact on the same day an issue is report, at a minimum."
12273,SPES,North America,"You rated the resource availability poorly, can you please elaborate?","Depending on the type of ticket raised, I've had to wait a good long while before someone contacts me. This is especially true for issues where you are not allowed adjust the priority or criticality in myGTO / Service Now. "
12273,SPES,North America,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Turnaround on issue/request tickets is slow to respond depending on time of day and ticket type. Especially those raised where the reporter is not allowed to adjust the priority or criticality in myGTO / Service Now. 
12273,SPES,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",Turnaround on issue/request tickets is slow to respond depending on time of day and ticket type. Especially those raised where the reporter is not allowed to adjust the priority or criticality in myGTO / Service Now. 
12277,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,"On a personal level, everyone seems pleasant, open, willing to listen."
12277,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,The knowledge transfer from the previous vendor seems to have not worked out too well. We are getting questions that indicate a lack of some basic facts. A lot of my time gets absorbed by laying groundwork on designs and technologies.  
12277,Infra & Ops,North America,"You rated the resource availability poorly, can you please elaborate?","It seems as if there's a training/documentation/KT gap, particularly for the off-shore HCL teams. The basic skill sets are present, AFAICT, but they're not always being applied with an understanding of the Mattel landscape of infrastructure, vendors etc. There are some outstanding players on the field, but others seem less capable."
12277,Infra & Ops,North America,"You rated the quality of resources poorly, can you please elaborate?","Some engineers are pretty good, particularly on-shore - but there are others who seem to not quite understand how to interact with, for instance, facilities providers or other 3rd parties. There is not a lot of follow-up. "
12277,Infra & Ops,North America,"You rated the innovation of HCL poorly, can you please elaborate?","Innovation has to come from a thorough understanding of the installed infrastructure, the business demands and requirements. I am not seeing that at present. "
12277,Infra & Ops,North America,"You rated your understanding of HCL resources' roles and responsibilities poorly, can you please elaborate?",This may stem from the resources themselves not understanding their roles. The command structure seems murky.
12277,Infra & Ops,North America,"You indicated a lack of trust and partnership with HCL, can you please elaborate?",The off-shore teams in particular seem to not care 
12278,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,I have developed a good relations with HCL's delivery management and have built some confidence on majority of the tower leads I have worked with. 
12278,Infra & Ops,North America,Do you have any general comments about the Mattel-HCL relationship?,"We are 6 months into the contract and I have seen some improvements on certain areas. During management operation reviews, HCL do seems to understand areas of improvements they need to work on; looking forward to seeing those improvement areas."
12278,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,I feel more collaboration and partnerships are needed within the HCL's infrastructure and application support. There are times were groups do not know who from other HCL areas to reach out to; There are a number of situation were I have to initiate a bride call to connect all resources to resolve certain issues.  There are still lack of proactiveness to ensure repetitive issues are addressed once and for all.
12282,Digital & Commercial,EMEA,What is going well in the Mattel-HCL partnership?,"It's going well but it could be much better. Ticket times have been longer and if they do not understand something, they haven't seemed to ask for help in some situations. "
12282,Digital & Commercial,EMEA,Do you have any general comments about the Mattel-HCL relationship?,It's a good relationship but most certainly a work in progress. 
12282,Digital & Commercial,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,Ensure that they know what they are doing by reading the detailed tickets and then contacting to ask questions. 
12282,Digital & Commercial,EMEA,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",Regarding a ticket I have open. It has taken 4 weeks to make some actual progress when this issue was simple and easy to fix. I have also been pulled into circles where the conversation is the same every time.
12282,Digital & Commercial,EMEA,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",Take very long on tickets and often require further clarification when everything has been clarified on the original ticket. 
12282,Digital & Commercial,EMEA,"You rated the responsiveness of resources poorly, can you please elaborate?",Taken 4 weeks for one of my tickets to actually make progress. Been scheduled in unnecessary calls where no one has any questions 
12282,Digital & Commercial,EMEA,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",Vast majority do but there is a small amount that do not understand some parts of their role. Or complete unnecessary tasks that are not asked of then. 
12285,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,Few folks from the team are really great and efficient. 
12285,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Automation ideas 
Performance improvement & enhancement 
Communication and timely email/meeting responses 
Accountability & Ownership to drive things to resolution 


"
12285,Infra & Ops,North America,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?","Mattel I&O Operations initiated Morning brief calls to understand the current situation of the environment, tools & technologies. HCL inaccurately reports status of the few tools like VRops as working but Mattel had to point out that it was down. Similar case with Dell open manage. Another example was inline to one of the P1's for informatica performance issue that was resolved only after Mattel's suggestion to disable the faulty SFP port .if not for Mattel, issue would have not been addressed quickly. I have not observed any performance improvement recommendations across Compute towers & technologies yet"
12285,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?","Resources do not accept or decline meeting invites or delegate. In multiple situations, Mattel had to scramble around to get resources to meeting. This was escalated a few times with VMO team..  Its not just an observation from Mattel but as well as from Microsoft and other vendors"
12286,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,It is still new. Needs more time.
12286,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,Would be nice to have a contact list with respective area. No idea currently.
12286,SPES,North America,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?","Have not yet seen this but could be due to project being new. However, existing incidents usually go back to BA for analysis. Thus no experience with HCL analysis yet."
12286,SPES,North America,"You rated the quality of resources poorly, can you please elaborate?",PM engagement is sparse. Current experience is that something is followed up only with repeated asking.  
12288,SPES,North America,What is going well in the Mattel-HCL partnership?,Collaboration and Communication  
12288,SPES,North America,Do you have any general comments about the Mattel-HCL relationship?,Good team to work with.
12288,SPES,North America,What are the areas for improvement in the Mattel-HCL partnership? ,"Tools Skills , Issue resolutions with Root cause analysis and action plans to avoid them in future."
12288,SPES,North America,"You rated the resource availability poorly, can you please elaborate?",Not able to get enough support on ED&A side on all applications . Not sure if its bandwidth related or skill related.
12292,Infra & Ops,North America,What is going well in the Mattel-HCL partnership?,i think i have a good relationship with my perspective teams that i manage and understand the urgencies when it's needed. 
12292,Infra & Ops,North America,What are the areas for improvement in the Mattel-HCL partnership? ,they need to improve communication and follow up with user to acknowledge and completion per user task\request 
12292,Infra & Ops,North America,"You rated the responsiveness of resources poorly, can you please elaborate?",need improvement in some areas within resources.
12302,Global Supply Chain,APAC,What is going well in the Mattel-HCL partnership?,"Assigning a new  regional service mgr in asiapac works well. i got support from him.
Local FSS technicians are also good "
12302,Global Supply Chain,APAC,What are the areas for improvement in the Mattel-HCL partnership? ,"Response time, skills and knowledge of mattel system and processes"
12302,Global Supply Chain,APAC,"You rated the identification and communication of problem root causes and corresponding solutions poorly, can you please elaborate?",They never try to find the rootcause of the problem. I always asked why the problem occurred. No initiative to do analysis to prevent recurring problem
12302,Global Supply Chain,APAC,"You rated the identification of performance improvement opportunities poorly, can you please elaborate?",No ititiative for improvement. The only thing they want is quickly close the ticket.
12302,Global Supply Chain,APAC,"You rated the resource availability poorly, can you please elaborate?",Bad/long responses. I need to email many times until correct resources found
12302,Global Supply Chain,APAC,"You rated the quality of resources poorly, can you please elaborate?","sometimes i need to reopen the ticket, since it is not resolved"
12302,Global Supply Chain,APAC,"You rated the dependability of resources to deliver accoridng to agreed upon parameters (time, cost, quality) poorly, can you please elaborate?",In many cases i need to explain and help them how to resolve. Poor knowledge on mattel system and environment
12302,Global Supply Chain,APAC,"You rated the responsiveness of resources poorly, can you please elaborate?","poor responses, i have to escalate until they responded"
12302,Global Supply Chain,APAC,"You rated the communication and professionalism of HCL poorly, can you please elaborate?",Hard to find the correct responsible person to solve certain issue. I noticed the SD agent often wrongly assigned tickets and caused the delay
12302,Global Supply Chain,APAC,"You rated the promotion of innovation by leadership poorly, can you please elaborate?",I do not see any leadership shown by HCL team. Each team works in silo. Even worse I have to find by myself which team is responsible to solve an issue. I expects each HCL team knows to which team an issue should be forwarded
12302,Global Supply Chain,APAC,"You rated the innovation of HCL poorly, can you please elaborate?",No innovation at all
12302,Global Supply Chain,APAC,"You rated the ability of leadership to inspire good relations poorly, can you please elaborate?",i dont see that at all
12302,Global Supply Chain,APAC,"You rated HCL's understanding of their roles and responsibilities poorly, can you please elaborate?",only a few hcl persons have good understand of mattel system
12302,Global Supply Chain,APAC,"You indicated a lack of trust and partnership with HCL, can you please elaborate?",only a few hcl persons are good professionals. Most of them not. 
12437,SPES,EMEA,What is going well in the Mattel-HCL partnership?,Ongoing KT between both our teams  -  as part of or project meeting we allow to spend enough time to (re)-explain how current processes run  up to a point where we ask them to tell us how they would solve something 
12437,SPES,EMEA,Do you have any general comments about the Mattel-HCL relationship?,"I believe the relationship is good - like with all things in life, as long as you show mutual respect and good communcations I see no reason why this would not be successful "
12437,SPES,EMEA,What are the areas for improvement in the Mattel-HCL partnership? ,"Too early to say perhaps - however would already advise to reinstall the levels L1, L2 and L3 like we had with CTS 
Now, if we need development done as part of a problem ticket, the development is done by the same team that does the Production Support tickets . I believe that for these development tasks ( <160hrs) it's better to keep a dedicated resource to ensure he/she is not pulled into support tickets at the same time  "
8734,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",HCL is still working on developing mature Problem and Incident management processes
8734,CTO Leadership,North America,"You rated the Financial of HCLTech poorly, can you please elaborate?",HCL has been behind on getting SOWs completed and invoice generation for Q1
11011,SPES,North America,Is there any additional feedback you would like to provide regarding performance?,"Considering that we have just started the partnership, there are multiple areas of improvement, as the HCL team comes up to speed on Mattel environment, systems, data and personnel. I see a lot of promise, and many stated objectives, and will look to see these in action in the next 3 months."
11011,SPES,North America,Is there any additional feedback you would like to provide regarding financial performance?,Nothing to share at this point.
11011,SPES,North America,Is there any additional feedback you would like to provide about the relationship with HCL?,"I would like to see more team members at the analyst / individual contributor level take more ownership, more initiative and address issues and problems without having some leader or manager push them to do the work. And be more responsive and timely in providing status.  The HCL leaders and managers are doing this, but would like to see the full team do it as well."
11011,SPES,North America,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,Few ideas have been discussed; promise of more is there. But more delivery is needed to evaluate effectiveness.
11012,CTO Leadership,North America,Is there any additional feedback you would like to provide regarding performance?,"1). Need to improve in terms of continuous improvements for alerts and monitoring and being proactive
2). Team wasnt aware of 24 x 7 SLA for apps
3). Need team to drive issue resolution and connect corporate to upstream problem areas, i.e. Informatica, Cognos, EFT
4). Need to see improvement in user communication and driving issue resolution"
11012,CTO Leadership,North America,Is there any additional feedback you would like to provide about the relationship with HCL?,Need to improve upon the team understanding the other teams to reach out to.
11012,CTO Leadership,North America,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,"Have seen this in the Workday area, not so much in Finance."
11012,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","1). Need to improve in terms of continuous improvements for alerts and monitoring and being proactive
2). Team wasnt aware of 24 x 7 SLA for apps
3). Need team to drive issue resolution and connect corporate to upstream problem areas, i.e. Informatica, Cognos, EFT
4). Need to see improvement in user communication and driving issue resolution"
11012,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","1). Need to improve in terms of continuous improvements for alerts and monitoring and being proactive
2). Team wasnt aware of 24 x 7 SLA for apps
3). Need team to drive issue resolution and connect corporate to upstream problem areas, i.e. Informatica, Cognos, EFT
4). Need to see improvement in user communication and driving issue resolution"
11012,CTO Leadership,North America,"You rated the Financial of HCLTech poorly, can you please elaborate?",Invoicing is late.
11012,CTO Leadership,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?","More focus on continuous improvement
Improve appreciatation of user impact."
11013,Digital & Commercial,LATAM,Is there any additional feedback you would like to provide regarding performance?,HCL resources have the right proactive attitude I have to recognize the great job HCL FSS are doing on the region and Vikas Juneja leadership to unblock and resolve for the ACD applications.
11013,Digital & Commercial,LATAM,Is there any additional feedback you would like to provide regarding financial performance?,I have no visibility on cost and financial processes to provide feedback.
11013,Digital & Commercial,LATAM,Is there any additional feedback you would like to provide about the relationship with HCL?,I still see HCL groups working on silos. But I see more leadership involvement on solving issues that require several silos for its resolution.
11013,Digital & Commercial,LATAM,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,I have not seen any innovation or proactive proposal from HCL that can impact us on efficiencies or costs.
11013,Digital & Commercial,LATAM,"You rated the Performance of HCLTech poorly, can you please elaborate?","This is a shared responsibility. We as Mattel didn't did well enough to do a proper knowledge transfer, specially for critical applications which caused major issues on reporting jobs and ISIS applications. Causing disruption to our business during several weeks.
On LATAM we had a 2 weeks blackout of information and in APAC we had 3 month ends closings that finished late due to lack of detailed knowledge. "
11013,Digital & Commercial,LATAM,"You rated the Performance of HCLTech poorly, can you please elaborate?",Comment is the same as on the last block of questions.
11013,Digital & Commercial,LATAM,"You rated the Relationship of HCLTech poorly, can you please elaborate?","I believe the relationship with HCL is good. Specially leaders are very responsive, agile and willing to help.
"
11014,Security,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",The vendor has yet to make any suggestions as to areas of improvement in the HCL SOC1 controls or processes.  
11014,Security,North America,"You rated the Financial of HCLTech poorly, can you please elaborate?",We asked for SOWs for additional specialized resources.  The price quoted was very expensive.  We decided not to add additional resources.
11015,Infra & Ops,EMEA,Is there any additional feedback you would like to provide regarding performance?,"Resources in some towers are very junior without skills or knowledge.  They rely on guidance or being told how to do something by their seniors.  Not enough resources to operate in this model.  We are also seeing resources now wearing a multi-hat, risk of burnout and turn over is real."
11015,Infra & Ops,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?",Missing resources or high turn over of resources
11015,Infra & Ops,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?",Backlog of tickets causing major delay in resolution
11015,Infra & Ops,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?",Backlog of tickets causing major delay in resolution
11015,Infra & Ops,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?",Junior resources in key towers.  Not always available in regional time zones.
11015,Infra & Ops,EMEA,"You rated the Innovation of HCLTech poorly, can you please elaborate?","Recruiting the wrong resources as they are available vs have the correct skill set.  Moved resources from one role to another many times just to plug a gap.  Some roles still not recruited, some critical roles not HCL and contracted out."
11016,Global Supply Chain,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",While individual tasks are performed  with relatively good quality. HCL seems overwhelmed with work. So tit requires many follow ups before anything is done and there is lack of responsiveness and accountability.
11016,Global Supply Chain,North America,"You rated the Financial of HCLTech poorly, can you please elaborate?",Costs and estimates seem unreasonably  high and need to be challenged everytime.
11016,Global Supply Chain,North America,"You rated the Innovation of HCLTech poorly, can you please elaborate?",They are failing to lead quickly to stabilization.
11018,Global Supply Chain,North America,Is there any additional feedback you would like to provide regarding performance?,"I am not seeing improvement with HCL leadership/better processes.  There a pockets of good people, but not a very large change. "
11018,Global Supply Chain,North America,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,I have not seen any action in this area
11018,Global Supply Chain,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","I think there are pockets of good resources who do their bet to partner.   When work goes outside of one team or across several teams lack of understanding and urgency is extremely frustrating.  Further, the HCL company is not reacting any differently as a partner "
11018,Global Supply Chain,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","Overall, lack of knowledge, understanding, accountability and urgency to deliver.  There are a few good people who are these things but not many"
11018,Global Supply Chain,North America,"You rated the Innovation of HCLTech poorly, can you please elaborate?","Some resources understand functional needs, but not many"
11019,SPES,North America,Is there any additional feedback you would like to provide regarding performance?,"We're working to build up the Organizational improvements with HCL onboarded.  This includes the Agile SAFE  implementation, Onboarding portal, roll out of the Estimation Model, etc.  We are folding in best practices from HCL's COE's so improvements are being embedded as we build.  "
11019,SPES,North America,Is there any additional feedback you would like to provide about the relationship with HCL?,"Great partnership to date with HCL for PMO build up.  As we're building up the organization and structure - we would love to hear more about what we're doing at other clients to help level  up the organization and how we can enable better collaboration across GTO and the globe. Overall, we've been impressed with the partnership. 

PS still hearing issues with UAM! This area still needs work as tickets are closed with resolution when open issues have not been addressed so SLAs can be met. "
11019,SPES,North America,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,"HCL's thought leadership is strong. Leaders are experienced, seasoned communicators that bring a lot of best practice ideas to the table.  Would like to see ideas transformed to plans. 
 Examples TCOE and CTO umbrella - ideas are great but a bit high level. Would like to see ideas transitioned to execution plans."
11025,SPES,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?",date commitments are made but early honored. give more realistic dates. we understand 
11026,CTO Leadership,North America,Is there any additional feedback you would like to provide regarding performance?,need to keep focused on process improvements to drive maturity and hygiene into the environment. Also need to do a better job proactively showing the progress to the broader team so they appreciate all the hard work.
11031,Global Supply Chain,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Issues need multiple follow and escalate to get right attention. Coordination between HCL team fallback in Mattel.
11031,Global Supply Chain,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?",Many time HCL don’t understand the business urgency snd don’t trust Mattel 
11032,CTO Leadership,North America,Is there any additional feedback you would like to provide regarding performance?,"Significant room for improvement after 3 months of steady state. Need more people, and be more proactive"
11032,CTO Leadership,North America,Is there any additional feedback you would like to provide about the relationship with HCL?,Team needs to be more proactive. Cannot solve over email or chat. Please set up right cadence and governance.
11032,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Significant room for improvement after 3 months of steady state
11032,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Significant room for improvement after 3 months of steady state
11032,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Significant room for improvement after 3 months of steady state
11032,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Significant room for improvement after 3 months of steady state
11032,CTO Leadership,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",Significant room for improvement after 3 months of steady state
11032,CTO Leadership,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?",Governance is important. Need clear actionable metrics.
11032,CTO Leadership,North America,"You rated the Innovation of HCLTech poorly, can you please elaborate?",Not demonstrated yet
11033,Digital & Commercial,EMEA,Is there any additional feedback you would like to provide regarding performance?,This survey is difficult to answer because we have good areas and bad areas within the services provided by HCL.  To get useful feedback we really need to dive into each functional area or even application.
11033,Digital & Commercial,EMEA,Is there any additional feedback you would like to provide regarding financial performance?,I don't have enough direct experience yet.
11033,Digital & Commercial,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?","We are still struggling with support quality in a number areas, particularly with recurring business impacting issues that are not having root cause addressed.  By now, HCL should have a strong enough technical understanding to be able to support key business activities and to find permanent solutions to issues that are coming up but we're just not there yet."
11033,Digital & Commercial,EMEA,"You rated the Performance of HCLTech poorly, can you please elaborate?",This is a duplicate question.
11033,Digital & Commercial,EMEA,"You rated the Innovation of HCLTech poorly, can you please elaborate?",This is a duplicate question.
11033,Digital & Commercial,EMEA,"You rated the Innovation of HCLTech poorly, can you please elaborate?",This is a duplicate question.
11033,Digital & Commercial,EMEA,"You rated the Innovation of HCLTech poorly, can you please elaborate?","I have not seen any evidence of HCL providing any thought leadership over and above operational implementation.  I still see Mattel staff identifying opportunities, leading difficult solutions and driving needed changes."
11036,Digital & Commercial,EMEA,Is there any additional feedback you would like to provide regarding performance?,Feels like as expected for a start up & transitional period.  
11036,Digital & Commercial,EMEA,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,Too early to tell on turnover yet.
11036,Digital & Commercial,EMEA,"You rated the Innovation of HCLTech poorly, can you please elaborate?",My experience & touch point with HCL has been limited to QA.  Still waiting to see what automation they bring to testing 
11037,Digital & Commercial,North America,Is there any additional feedback you would like to provide regarding performance?,I have not seen evidence of improved performance improvements.
11037,Digital & Commercial,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","Issues are getting addressed many weeks after they are opened.  For example, the business raises and issue about incorrect data on an operational report on a specific day for a specific sale, and we get no response for many weeks.  At that point, the team is having to go back in time to try to speculate on what could have happened on that day in the past. "
11037,Digital & Commercial,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",It feels like proper KT was not performed with CTS.  I have sat through issues where the team trying to do the solve is still learning on the fly for what the system is even supposed to do.
11037,Digital & Commercial,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?","It almost feels like there have been so many issues, that the team is overworked with too much on their plate.  I see many escalations every day and I can just imagine if I were on the other end of the escalations, how I would handle all of the extra work."
11037,Digital & Commercial,North America,"You rated the Innovation of HCLTech poorly, can you please elaborate?","I have not seen evidence of new products and services that could help us, so I cannot comment on that."
11041,Infra & Ops,North America,Is there any additional feedback you would like to provide regarding performance?,HCL Team brings lots of energy and collaboration. HCL is on the right direction.
11041,Infra & Ops,North America,Is there any additional feedback you would like to provide regarding financial performance?,None
11041,Infra & Ops,North America,Is there any additional feedback you would like to provide regarding HCLTech's thought leadership?,"It's too early to comment on resource turnover. Sustainment is important. We aren't worried about turnover, it would be interesting to see how HCL handles turnover be a seamless process. "
11044,Digital & Commercial,North America,Is there any additional feedback you would like to provide regarding performance?,HCL needs to do a better job of holistically looking at issues.  A ticket will be open for an application but the real issue is with the integrations.
11044,Digital & Commercial,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?","Some areas they are doing well, Salesforce Admin and PIM work is a good example.  The work with GBI has been a struggle to get resolutions."
11044,Digital & Commercial,North America,"You rated the Performance of HCLTech poorly, can you please elaborate?",There is constant follow-up.  When I approve the 'Network Logon Expiration Notification' it does not always happen.  I get multiple emails and approve multiple times.  If the user gets disabled then there is another service request I need to create.
11044,Digital & Commercial,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?","Some support teams members are fantastic, others I need to follow-up with on multiple occasions. "
11044,Digital & Commercial,North America,"You rated the Relationship of HCLTech poorly, can you please elaborate?","To me the HCL portfolio leads care only about there area of responsibility, instead of the entire Mattel portfolio.  "