Asking The Right Questions Is The Key To Six Sigma Data Collection
Posted On Sunday, March 29, 2009 at at 11:48 PM by web researchAuthor: Tony Jacowski
The most important factor in getting the relevant information is asking the right questions. The right questions help the respondents to understand it and answer accordingly.
Consider a situation where a help desk technician receives a call from a frantic customer saying she has spilled coffee onto a keyboard. The technician in this situation should think and dig deeper for more information about the keyboard. The technician then instructs the customer to clean it with water, as the keyboard is easily replaceable.
Within an hour, the technician receives a call from the customer's manager, demanding to know who suggested putting water on an expensive brand new laptop. The technician in this situation should have asked for more information about the keyboard, such as the brand, its specifications and so forth.
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