In the business world, customer dissatisfaction is often the product of defects and variations. Identifying and resolving this is where Six Sigma comes in. Projects are defined and goals are set. An important part of the process is the collection of data from the customers. In order for the project to be successful, it will be necessary to ask the right questions at the beginning.
In the Measure phase, the data that is collected likely will come from team members who are affected due to the changes that are being made. Similarly, when the end user or external customer is the source, getting them to provide you with the precise information is possible only when you ask the right questions. The most important thing to do is approach the right person for information. That person should be aware of the utility and the importance of the data being collected.
Teams should inform the customer about the reason and need for the data. Only then can they get an answer suited to their questions without misunderstandings or misgivings about the objective. The person asking the question needs to be clear about the aim of data collection. The person collecting the data should not have any prejudices about anything related to the data being collected. It may be better to hand over the data collection to a third party that is neutral to the outcome of data collected.
If you choose to interview the person during work hours, they may feel rushed because of a heavy work load and rush right through their answers, thus providing incomplete or inaccurate information. Questions should be asked in an environment and time that is comfortable and convenient for the people answering them. If the questions are asked verbally, they should be phrased simply in order to get the best replies. If you use questionnaires, the best plan is to put them in column format, as that has been shown to be easier to understand by most people.
When beginning the data collection process it is also important to provide guidelines on how to answer the questions to assure the respondents give the right answers. Teams should always note the name, department and job description of the staff member answering the questions, so that followup can be done if clarification is needed later. Summarily, the data that is collect is the basis for the entire Six Sigma implementation, so it must be complete and correct. Asking the right questions in a plain and simple way is the key to getting the answers needed to move forward in the process. - 15254
In the Measure phase, the data that is collected likely will come from team members who are affected due to the changes that are being made. Similarly, when the end user or external customer is the source, getting them to provide you with the precise information is possible only when you ask the right questions. The most important thing to do is approach the right person for information. That person should be aware of the utility and the importance of the data being collected.
Teams should inform the customer about the reason and need for the data. Only then can they get an answer suited to their questions without misunderstandings or misgivings about the objective. The person asking the question needs to be clear about the aim of data collection. The person collecting the data should not have any prejudices about anything related to the data being collected. It may be better to hand over the data collection to a third party that is neutral to the outcome of data collected.
If you choose to interview the person during work hours, they may feel rushed because of a heavy work load and rush right through their answers, thus providing incomplete or inaccurate information. Questions should be asked in an environment and time that is comfortable and convenient for the people answering them. If the questions are asked verbally, they should be phrased simply in order to get the best replies. If you use questionnaires, the best plan is to put them in column format, as that has been shown to be easier to understand by most people.
When beginning the data collection process it is also important to provide guidelines on how to answer the questions to assure the respondents give the right answers. Teams should always note the name, department and job description of the staff member answering the questions, so that followup can be done if clarification is needed later. Summarily, the data that is collect is the basis for the entire Six Sigma implementation, so it must be complete and correct. Asking the right questions in a plain and simple way is the key to getting the answers needed to move forward in the process. - 15254
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Many businesses are experiencing dwindling profits. There are reasons why this may be occurring, and Six Sigma training can provide you with answers. The Lean Six Sigma methodology can help bring a new frame of mind to your vision of prosperity.
