iSixSigma

Tools for Initial Interview

Six Sigma – iSixSigma Forums General Forums Tools & Templates Tools for Initial Interview

Viewing 8 posts - 1 through 8 (of 8 total)
  • Author
    Posts
  • #54363

    Vineet Aggarwal
    Participant

    Hi,
    While doing initial interviews and VOC I am receiving much of the subjective/qualitative statements in terms of problems and ideas from people. Can someone please suggest which tools I can use for recording and further analysing such qualitative data. Would be good if I am also taught how to present such data to take Improvement Project further. I am actually working on workload analysis on the people in question.

    Thanks
    Vineet

    0
    #195083

    Prabhu V
    Participant

    Hi Vineet,

    Are you aware of QFD techniques, I hope it will be helpful for your situation.

    Please find the attachment regarding QFD.

    Best regards

    0
    #195084

    MBBinWI
    Participant

    @aggarwal.vineet – You’ll want a mind-map type of approach. QFD will help to convert ideas into actions, but I believe your question is how to make sense of the subjective/qualitative info.

    0
    #195085

    David E
    Guest

    To begin, I categorize information based upon whether it addresses output performance (acceptability of product/service – i.e. specification for acceptance) or process execution (how to execute the proces). Those related to output performance, I keep as part of the VOC. Those statements related to process execution (causal factors, possible fixes, constraints/limitations), I set aside for reference later in working the improvement process.
    To make sense of the output performance statements, I use a RUMBA matrix to convert interview statements into quantifiable metrics (similar to what you try to accomplish in a QFD). As an example, the statement of “We need it to get to the dock faster” becomes a measure of cycle time from order to delivery on the dock. Next, I ask the customer to provide the specification (what is acceptable). Once all of the VOC statements have been turned into quantifiable measures, I use one of many techniques to rank the customer requirements.

    As a side-note, we often use surveys to solicit feedback from large groups of varied customers. In that case, we use a team of “calibrated” experts to categorize all of the subjective statements and then use pareto analysis to start understanding the customer voice based upon volume of comments in a given category. The “calibration” comes from sitting the team in a room and have them start categorizing comments and codifying the categories so that each can categorize in a similar manner as they sift through the thousands of comments at their desk.

    I’m not sure if I adequately addressed your concern, but thought I would at least share some of my approaches.

    0
    #195086

    Chris Seider
    Participant

    Is a RUMBA matrix like Zumba? I’d love to see an example. Email me at chris dot seider at csintlinc dot com

    I may know what you are mentioning by a different name. FYI, my bad joke isn’t disrespectful–just an example of the silly humor my clients endure to break down the tough times.

    0
    #195087

    David E
    Guest

    Since your question may be shared by others, I’ll expound slighty here. The matrix merely asks each customer statement be evaluated to determine if it is:

    R easonable
    U nderstandable
    M easureable
    B elieveable
    A chieveable

    If a customer statement meets, or can be molded to meet, the RUMBA criteria it is designated as a valid customer requirement. It helps when dealing with subjective terms (faster, better, cheaper, etc) and ill-defined measurement techniques. I keep RUMBA lightly penciled at the top of my interview page to remind myself not to leave the customer until I’ve converted all of their wants/needs into valid customer requirements.

    0
    #195088

    David E
    Guest

    Sorry for the spelling issues in the RUMBA definitions. That’s what you get when you edit on the fly.

    0
    #195114

    Vineet Aggarwal
    Participant

    Thank you all for your suggestions.

    The very first things I did with the affected team in the first meeting were:-

    – SIPOC – where I could make out dependencies
    – Collection of comments which included problems, causes, and limitations as well. It was a chaotic discussion wherein all the participants were frustrated with the high work pressure telling everything they could.

    Based on which I have prepared the attached project define phase as of now.
    The biggest challenge is the absence of data in our environment and it even not possible for the team to collect data at this stage as they are already overworked.

    During the discussion, I realized the project is all about reducing workload from that team. Now how can I arrive at the CTQs? What further questions to ask them?

    Currently the comments are a mix of problems (effects), causes as well as constraints.
    Please guide me move further if I need to look at other dimensions and what steps to take to move this project further.
    I am quite confused how to take ‘Workload reduction’ project further.

    Later I came across the following link on affinity diagram for categorizing the problems.

    Here is the project attached done as of now with the Define phase.

    0
Viewing 8 posts - 1 through 8 (of 8 total)

You must be logged in to reply to this topic.