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How do you collect and analyze stakeholder feedback for Lean Six Sigma projects?

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Stakeholder feedback is a vital source of information and insights for Lean Six Sigma projects. It can help you identify customer needs, expectations, and satisfaction levels, as well as potential risks, issues, and opportunities for improvement. However, collecting and analyzing stakeholder feedback requires a systematic and rigorous approach that aligns with the Lean Six Sigma principles and tools. In this article you will learn how to plan, execute, and evaluate stakeholder feedback for lean six sigma projects.

本文章的要点总结

Define SMART objectives:

Set feedback goals that are specific, measurable, achievable, relevant, and time-bound. This ensures stakeholder feedback directly informs actionable improvements in Lean Six Sigma projects.
Survey with purpose:

Create and send out surveys with questions designed to pinpoint areas needing improvement. This method gathers targeted feedback efficiently, aiding in the Lean Six Sigma process analysis.

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1 Define your feedback objectives

Before you start collecting stakeholder feedback, you need to define your feedback objectives. What are you trying to achieve with your feedback? How will it support your project goals and scope? How will it inform your decision making and actions? Your feedback objectives should be SMART: specific, measurable, achievable, relevant, and time-bound. They should also be aligned with the voice of the customer (VOC) and the critical to quality (CTQ) characteristics of your project.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation Strategy | CEO Top Leadership Voice | Founder | COO | CPO | Toronto | New York | Vancouver | San Francisco |
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Objectives versus Goals While some people use these terms interchangeably, they are actually different from one another, though related. Goals are broader and longer term Objectives are narrower and shorter term Objectives are measurable actions / things you do to attain your goal Matt Rebeiro - Challenging the Status Quo #LeanSixSigma #lss #process #Stakeholder #objective #goal

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2 Select your feedback methods

Once you have defined your feedback objectives you need to select your feedback methods. There are many ways to collect stakeholder feedback, such as surveys, interviews, focus groups, observations, complaints, reviews, and suggestions. You should choose the methods that best suit your feedback objectives, your stakeholder groups, your project stage, and your resources. You should also consider the advantages and disadvantages of each method, such as the cost, time, validity, reliability, and bias. You should aim for a mix of quantitative and qualitative methods to capture both the data and the stories behind the feedback.

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Sabrina Nunez, MBA, CPHQ, LSSGB

Lean Six Sigma Evangelist | Process Innovator | Leadership Enthusiast
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One collection method I have seen is sending surveys via SurveyMonkey. The surveys are created, and a link is emailed to the project’s process owner to partake in the survey. The questions asked are strategically chosen and should identify opportunities for improvement for process improvement.

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3 Design your feedback instruments

After you have selected your feedback methods, you need to design your feedback instruments. These are the tools and materials that you will use to collect the feedback, such as questionnaires, scripts, guides, forms, and checklists. You should design your feedback instruments based on your feedback objectives, your feedback methods, and your stakeholder groups. You should also follow the best practices of feedback design, such as using clear, concise, and relevant questions, avoiding leading or loaded questions, using appropriate scales and formats, and testing and refining your instruments before using them.

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4 Collect your feedback data

When you have designed your feedback instruments, you need to collect your feedback data. This is the process of implementing your feedback methods and instruments with your stakeholder groups. You should collect your feedback data according to your feedback plan, which should specify the who, what, when, where, how, and why of your feedback collection. You should also follow the ethical and professional standards of feedback collection, such as obtaining consent, ensuring confidentiality, respecting diversity, and maintaining quality.

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5 Analyze your feedback data

Once you have collected your feedback data, you need to analyze your feedback data. This is the process of transforming your feedback data into meaningful and actionable information and insights. You should analyze your feedback data using the Lean Six Sigma tools and techniques, such as data visualization, descriptive statistics, inferential statistics, hypothesis testing, root cause analysis, and Pareto analysis. You should also use the DMAIC (define, measure, analyze, improve, control) framework to guide your analysis and link it to your project improvement actions.

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6 Evaluate your feedback results

After you have analyzed your feedback data, you need to evaluate your feedback results. This is the process of assessing the value and impact of your feedback on your project outcomes and stakeholder satisfaction. You should evaluate your feedback results using the balanced scorecard (BSC) approach, which considers four perspectives: financial, customer, internal process, and learning and growth. You should also use the KPIs (key performance indicators) that you have defined for your project to measure and monitor your feedback results and compare them to your baselines and targets.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you collect and analyze stakeholder feedback for Lean Six Sigma projects?

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1 Define your feedback objectives

2 Select your feedback methods

3 Design your feedback instruments

4 Collect your feedback data

5 Analyze your feedback data

6 Evaluate your feedback results

7 Here’s what else to consider

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