Six Sigma Tool Navigator: The Master Guide for Teams

2017-07-07 02:10:07

AKA

Interviewing

Classification

Data Collecting (DC)

Tool description

The interviewing techinque is a highly structured, survey data-collection methodology to gather technical, experiential, or specialized information from individuals or groups. Face-to-face interviewers directly question respondents on location, whereas telephone interviewing, although very efficient, has been overused lately and no longer provides a good response rate. Interviews provide quality data on the basis that the interviewer can, on the spot, clarify questions or ask follow-up questions to further probe for meaningful data.

Typical application

To gather data from a small sample of some identified population to discover additional or specific information on problem situations or improvement opportunities.

To measure employee perceptions, attitudes and reactions to problem areas, organizational change, or the company's leadership.

To supplement or validate data collected previously by other survey methods for the purpose of defining customer expectations.

To receive feedback on specific experiences or from certain targeted respondents.

Problem-solving phase

	Select and define problem or opportunity
→	Identify and analyze causes or potential change
	Develop and plan possible solutions or change
	Implement and evaluate solution or change
→	Measure and report solution or change results
→	Recognize and reward team efforts

Typically used by

3	Research/statistics
	Creativity/innovation
	Engineering
	Project management
	Manufacturing
1	Marketing/sales
	Administration/documentation
4	Servicing/support
2	Customer/quality metrics
5	Change management

links to other tools

before

Data collection strategy

Sampling Methods

Audience analysis

Observation

Circle response

after

Critical dialogue

Response Data Encoding Form

Consensus decision

Run-it-by

What-if analysis

Notes and key points

To reduce interviewer bias, an interviewer must use neutral language, open-ended questions, follow the question sequence and wording as outlined on the schedule (questionnarie), and record responses exactly as given by the respondent.

Advantages	Disadvantages
Two-way communications No misunderstood questions Flexible, quickly organized Complete answers Higher response rate	Lack of anonymity Possible interviewer bias Often time-consuming Scheduling difficulties Small sample data

Step-by-step procedure

STEP 1 A decision is made to perform face-to-face interviews for gathering specific information.

STEP 2 Identify information needed. See example Interview Schedules for Manufacturing/Service Operations.

STEP 3 Develop a set of specific interview questions.

STEP 4 Prepare interview schedule (questionnaire).

STEP 5 Select random sample of targeted population.

STEP 6 Contact selected respondents, state purpose, and schedule.

STEP 7 Meet respondent for face-to-face interview (restate purpose of interview).

STEP 8 Ask questions exactly as stated and sequenced from the prepared interview schedule.

STEP 9 Record response as given (ensure understanding).

STEP 10 After completing the questionnaire, ask respondent for additional input or comments.

STEP 11 Thank the respondent for the information.

Example of tool application

Interview Schedules for Manufacturing/Service Operations

Organization/Location/Participants: ABC Manufacturing–Inspectors	Date: xx/xx/xx	Time: 10:30 AM
Purposes of interview:	Interviewer:
Quality assurance procedures	W.J.M.
Manufacturing How many types of spring assemblies are there? What sampling method is used:___table___-random Frequency rate:___1/wk___1/m___4/yr How are inspection results recorded? Who gets the information? Is statistical process control used?___Yes___No Etc.
Service/administration What is the current customer complaint rate? ___5–10___11–20___21–40 How are complaints compiled and recorded? Who acts on this data:___QA___Supv.___Other What happens to the customer? What is being done to correct the problems? How are problem-solving efforts prioritized? Etc.