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Chapter 8. Types of Questions to Ask > Putting Questions Together

Putting Questions Together

Facilitators gain skill in involvement when they can piggyback several questions back to back for enhanced involvement. The following dialogue between a facilitator and two team members illustrates a sequence of four questions and responses using the “chain-of-questions” technique.

Chain-of-Questions Technique

Facilitator: Can anyone explain why our scrap levels tend to increase during the last ten days of the quarter?
Carol: One of the reasons we have more scrap relates to working overtime to meet production quotas; working overtime means fatigued workers and sloppier work.
Facilitator: In your estimation, is overtime work the total explanation for increased scrap?
Carol: No, typically overtime accounts for only 1 to 2 percent more scrap than during regular hours.
Facilitator: What are other explanations for the increased scrap the latter part of the quarter?
Michael: I know of another possible explanation. Production holds all scrap numbers that are coded “machine malfunctioned” until the last week of the quarter. They then record these in the scrap account because it is more convenient.
Facilitator: Okay, can anyone tell us what percentage “machine malfunctioned” codes are of the total scrap account?



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