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You interview the people that do the process. Go from desk to desk, and follow “the thing.” If the “thing” switches buildings, go to that building. Sometimes, doing a walk can be a disruption to people around the process. Let people know that you’re coming, and for how long you will be there.

Tracy O'Rourke

Tracy is a Managing Partner at, 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.