Before implementing any kind of process improvement, it is extremely important to gain an understanding of the current situation, and to establish an understanding of any current process problems. To gain this thorough understanding, we’ll need to understand how the process works, whether any IT systems are involved, and how the various actors or business departments that are involved interact with each other.
A commonly used technique to help us understand these factors is interviewing. Along with observation and workshops and other related techniques, it is one of the most common ways used to elicit information about the current situation. Yet there are pitfalls awaiting even the most experienced interviewers.
In this paper Adrian Reed discusses how to use interviews, alongside other elicitation techniques, to gain as much possible insight from our stakeholders whilst avoiding potential pitfalls.