Tool 100: Interview Technique


AKA

Interviewing

Classification

Data Collecting (DC)

Tool description

The interviewing techinque is a highly structured, survey data-collection methodology to gather technical, experiential, or specialized information from individuals or groups. Face-to-face interviewers directly question respondents on location, whereas telephone interviewing, although very efficient, has been overused lately and no longer provides a good response rate. Interviews provide quality data on the basis that the interviewer can, on the spot, clarify questions or ask follow-up questions to further probe for meaningful data.

Typical application

  • To gather data from a small sample of some identified population to discover additional or specific information on problem situations or improvement opportunities.

  • To measure employee perceptions, attitudes and reactions to problem areas, organizational change, or the company's leadership.

  • To supplement or validate data collected previously by other survey methods for the purpose of defining customer expectations.

  • To receive feedback on specific experiences or from certain targeted respondents.

Problem-solving phase

Select and define problem or opportunity

Identify and analyze causes or potential change

Develop and plan possible solutions or change

Implement and evaluate solution or change

Measure and report solution or change results

Recognize and reward team efforts

Typically used by

3

Research/statistics

Creativity/innovation

Engineering

Project management

Manufacturing

1

Marketing/sales

Administration/documentation

4

Servicing/support

2

Customer/quality metrics

5

Change management

start sidebar
links to other tools

before

  • Data collection strategy

  • Sampling Methods

  • Audience analysis

  • Observation

  • Circle response

after

  • Critical dialogue

  • Response Data Encoding Form

  • Consensus decision

  • Run-it-by

  • What-if analysis

end sidebar

Notes and key points

  • To reduce interviewer bias, an interviewer must use neutral language, open-ended questions, follow the question sequence and wording as outlined on the schedule (questionnarie), and record responses exactly as given by the respondent.

Advantages

Disadvantages

  • Two-way communications

  • No misunderstood questions

  • Flexible, quickly organized

  • Complete answers

  • Higher response rate

  • Lack of anonymity

  • Possible interviewer bias

  • Often time-consuming

  • Scheduling difficulties

  • Small sample data

Step-by-step procedure

  • STEP 1 A decision is made to perform face-to-face interviews for gathering specific information.

  • STEP 2 Identify information needed. See example Interview Schedules for Manufacturing/Service Operations.

  • STEP 3 Develop a set of specific interview questions.

  • STEP 4 Prepare interview schedule (questionnaire).

  • STEP 5 Select random sample of targeted population.

  • STEP 6 Contact selected respondents, state purpose, and schedule.

  • STEP 7 Meet respondent for face-to-face interview (restate purpose of interview).

  • STEP 8 Ask questions exactly as stated and sequenced from the prepared interview schedule.

  • STEP 9 Record response as given (ensure understanding).

  • STEP 10 After completing the questionnaire, ask respondent for additional input or comments.

  • STEP 11 Thank the respondent for the information.

Example of tool application

Interview Schedules for Manufacturing/Service Operations

Organization/Location/Participants: ABC Manufacturing–Inspectors

Date: xx/xx/xx

Time: 10:30 AM

Purposes of interview:

Interviewer:

Quality assurance procedures

W.J.M.

Manufacturing
  1. How many types of spring assemblies are there?

  2. What sampling method is used:___table___-random

  3. Frequency rate:___1/wk___1/m___4/yr

  4. How are inspection results recorded?

  5. Who gets the information?

  6. Is statistical process control used?___Yes___No

    Etc.

Service/administration
  1. What is the current customer complaint rate? ___5–10___11–20___21–40

  2. How are complaints compiled and recorded?

  3. Who acts on this data:___QA___Supv.___Other

  4. What happens to the customer?

  5. What is being done to correct the problems?

  6. How are problem-solving efforts prioritized? Etc.




Six Sigma Tool Navigator(c) The Master Guide for Teams
Six Sigma Tool Navigator: The Master Guide for Teams
ISBN: 1563272954
EAN: 2147483647
Year: 2005
Pages: 326

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