This is actually when walking the process is the MOST important. Transactional processes are INVISIBLE and the only way to SEE them is to walk the process and map it. Even if you go to where the work occurs for…
Tracy is a Managing Partner at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.
How do I keep the interviewee from feeling defensive when I tend to ask lots of questions during Process Walks?
During Process Walks, sometimes I find myself asking lots of questions to pull more information from the interviewee to understand the details of each step. How do I keep the interviewee from feeling defensive? Good for you! Delivery is key.…
Since we now have data collection for time study (how long each step takes in the process), what is the best way to graphically display the current measurements (faster vs slower steps)?
This question seems slightly out of scope for strategic planning, but I can share a great but simple example of reducing steps in a process! 🙂