Monday, 6 October 2008

Keep asking the questions

Assuming any task or activity is essential (because it adds value to what we offer our customers) then we can ask further questions ....

Who does it? Why is it done by that section or department, or by that team or by that individual. Could it be done better or cheaper by someone else – perhaps an external supplier or outsourcing unit?

When is it done? When in the sequence of activities that make up the process? What is done before it? What is done after it? Could changing the order of things make a difference? When in terms of days of the week or time of day is it done? Does this matter?

Where is it done? Is this the right place? Does it have the right equipment? Do things have to be moved before or after the task to make sure everything is in the right place?

How is it done? What is the process? What equipment is used? What skills are needed?

If we ask these questions seriously … and make sure we answer them properly … we should end up by being able to answer these questions ….

Who should do it? ( … and why)
When should it be done? (… and why)
Where should it be done? (… and why)
How should it be done? ( … and why)

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