Should the staff that will be observed during the Process Walk be notified before-hand?

Absolutely! Be as transparent as possible. Don’t surprise anyone with a large group interview – that feels disrespectful and can make process workers defensive. If we truly uphold that it’s the process, and not the people in the process, why would we want to surprise anyone? Give them notice, invite them to the orientation, remind walkers and process workers that it’s about the process not the people.

Tracy O'Rourke

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.

Tracy O'Rourke

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