Six Sigma Tool Navigator: The Master Guide for Teams

Tool description

The critical incident process is recommened when some issue or aspect of a case under study needs to emphasized or deserves special attention. The critical incident is discussed and on-the-spot comparisons to other real life situations are made.

Typical application

• To relate critical incidents or lessons learned to one's own experience.

• To learn what has worked for others.

• To analyze cases for the purpose of discovering approaches that will prevent future problems.

Problem-solving phase

Typically used by

before

• Data Collection Strategy

• Information Needs Analysis

• Interview Technique

• Buzz Group

• Case Study

after

• Critical Dialogue

• Starbursting

• Different Point of View

• Circles of knowledge

• Panel Debate

Notes and key points

• The Critical Incident method can be used to focus on some critical aspect of a case when performing a case study.

Step-by-step procedure

• STEP 1 The team receives a handout to be read that describes a success story, a missed opportunity, or a changed project outcome. See example Studying the Importance of Customer Satisfaction.

• STEP 2 After all participants have familiarized themselves with the case, an outline of the most important points made is drawn on a whiteboard or flip charts. Limit the list to four or five items for discussion.

• STEP 3 The critical incident is identified and analyzed by the participants.

• STEP 4 Last, participants discuss lessons learned and how this analysis can best benefit them.

Example of tool application

Studying the Importance of Customer Satisfaction