Interviews & Focus Groups
What is an Interview?
Interviews are another method of collecting survey
data. Rather than asking respondents to read
questionnaires and enter their own answers you can
send interviewers to ask the questions orally and
The Pareto Chart is a good tool for identifying those few processes that are creating the
majority of your problems.
What is a Pareto Chart?
A Pareto Chart is a series of bars whose heights reflect the frequency or impact of
problems. The bar
What is a survey?
A survey is a systematic method of collecting
information from a selected group of people by
asking a series of questions. Surveys can be used
to collect various types of information. They can
collect information on peoples behav
What is Brainstorming?
Brainstorming is a tool for creative exploration of
options or solutions used by teams to bring out the
ideas of each individual and present them in an
orderly fashion to the rest of the team. The key
ingredient is to
EXERCISE 1: You are part of a team responsible for the quality of the BEQ/BOQ. You
want to improve the service you provide but are not sure where to begin or where to
concentrate your efforts. You decide to keep track of the complaints received over a