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If the interviewees feel safe, they will tell you their experience and it typically is spot on. If they don’t feel safe, then they may bend the truth a bit. The data doesn’t have to be perfect. The goal here is for the data to be directionally right. It doesn’t matter if the estimates are 1 to 2 hours/days off. It doesn’t have to be precise with this approach. What we find is that the wait time, redundancy, and waste is so much bigger! If there are questions about something, you can pull the data if it’s available, especially data for baseline and post-improvement.

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. She is also a Lean Six Sigma Green Belt Instructor at University of California 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.