Defects and variations in products and services cause dissatisfaction for the customer. This is where the need for Six Sigma improvement products arises. These projects are aimed at achieving zero defects in business processes. In the Measure phase of Six Sigma, the collection of relevant data is necessary so that it can be analyzed and further improvements brought about. This data is important as it comes from customers - internal as well as external. If you want to get the right data, it is necessary for you to ask the right questions.
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.
The teams need to clearly inform the customer of the need and reasons for the data, as that is the only way they will get answers that aren't tainted with misgivings or misunderstandings about the objective. The person who aske the question also needs to be clear of the goals. Often, by passing on the collection of the data to a third party, impartiality can be assured.
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.
Wherever necessary, guidelines on how to answer the questions should also be given so that the right answer is received. Follow the standard formats that are generally used within the company; otherwise, the respondent may be confused while providing the answers, or may simply provide the wrong answer. Teams should also note down the name and designation of the respondent, as they may have to follow-up for any clarification or further data. Teams may find it useful to take a trial run of the data collection activity, so that they know if they need to improve in any area. Asking the right questions in a simple and easy manner is the key to getting the right answers for data collection because it forms the basis for further decisions.
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.
The teams need to clearly inform the customer of the need and reasons for the data, as that is the only way they will get answers that aren't tainted with misgivings or misunderstandings about the objective. The person who aske the question also needs to be clear of the goals. Often, by passing on the collection of the data to a third party, impartiality can be assured.
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.
Wherever necessary, guidelines on how to answer the questions should also be given so that the right answer is received. Follow the standard formats that are generally used within the company; otherwise, the respondent may be confused while providing the answers, or may simply provide the wrong answer. Teams should also note down the name and designation of the respondent, as they may have to follow-up for any clarification or further data. Teams may find it useful to take a trial run of the data collection activity, so that they know if they need to improve in any area. Asking the right questions in a simple and easy manner is the key to getting the right answers for data collection because it forms the basis for further decisions.
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