1. Data Gathering Methods
Description
Pro
Con
Surveys
Structured questionnaires that allow quantitative analysis
Quantifiable information
Statistical analysis
Large number of respondents
Anonymous
Response rate
Low adoption by leadership
No personal interaction
Interviews
Conducted face-to-face or via phone in formal or informal manner
Qualitative or descriptive information
Quotes and rich examples
Rapport with interviewee
Time-consuming data gathering and analyses
Costly
Focus Groups
Small number of participants, selected for their ability to answer questions on a certain topic
In-depth analysis of success/problems
Brainstorming
Participating hesitation in groups
Requires facilitator
Job Shadowing
Observers watch a task or series of actions
Identification of performance errors
Identification of improvement areas
Primarily for physical performance
Time- and effort consuming
System Data
Systems collect information
Measured automatically (time on phones, error rates, number produced)
Objective data tracked over time
Cost efficient
Provides no insights into “why”
Business Results
Financial: costs, savings, or revenue
Organizational performance: retention, market share, or production figures
Demonstrated business impact
Management used to data
ROI calculation
Interpretation needed
1/16/2019
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