Page 81 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

62 Chapter Four

statistics. Leaders often want both numbers and human-interest perspectives
when making decisions. Thus, a quantitative survey paired with selected case
studies can be the most compelling for this group. Completing the following
statements may help you to define the survey audience.

• The users of survey results include ______.
• The group(s) I will provide with information include ______.
• They want the information in order to ______.
• The way(s) they like to receive information include ______.

Identify What Specific Information Is Needed and When. This next level of
refinement identifies and double-checks the information needed from the
survey process. Completing the following statements may help you pri-
oritize your information needs.
• The information I really need is ______.
• I need this information because ______.
• My top-priority information needs are ______.

Develop specific research questions that need to be answered. For example,
if you are looking for information on a proposed product, identify the new
product’s elements and the concerns you have about each of them. Also,
consider how your choice of survey information will protect the participants’
privacy.

Once you have prioritized your information needs, determine when surveying
should begin and how often it should occur. Answering the following
questions will help you decide.
• How soon will I need information from this survey?
• How often does significant change occur in my process, in my customers
or their lives, or in the environment in which this process operates?
• How often do I need updated information to manage my process or
program?
• How often do survey users need updated information?

Determine how often to survey by weighing the potential benefit derived from
resurveying versus the investment in resources—both yours and your
customers. As a rule, the time period between surveys should be short enough
to give you reliable information, yet long enough that your customers will not
feel bothered. Several factors drive survey frequency, including survey length
and complexity, changes in your customer base, changes in your service or
product delivery process, and seasonality of services or products.