Home Health Case Studies in Maintenance and Reliability: A Wealth of Best Practices
Start with introductions to as many people as possible so your faces become familiar as soon as possible. Then you are into interviews to collect data. Initially go for a neutral data collection in the identified key areas. Use nonthreatening but competent questioners. Understand and use site vocabulary and definitions to make the site comfortable, but ensure you can correlate these with your own.
There are five golden rules:
It is easy to see what you want to see. Therefore, analyze the data thoroughly; don't jump to conclusions. Make sure you have captured the real issues, the real performance, and how it is achieved. People too often tell you what they'd like to believe themselves.
Roadmap and Follow Ups
Before leaving, identify action items, action parties, timetable, and follow up methods (possibly a role for the gopher). It is good to quantify the benefits, however roughly, as this does add impetus.
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