Asia-Survey_all_GE_六西格玛MBB_培训.ppt

10/30/02 Linking Surveys to DMAIC Medium Tools pros and cons Communication Method - Web Surveys Improving Return Preliminary notification Questionnaire length Respected sponsorship increases response rate Promise of anonymity No difference in size or color Follow ups Money talks Deadlines Question design Ensure that the questions provide the needed input for analysis. The link should be explicit Go back to your objectives: what is it that you need to know and ask? Test and correct Ask short questions, minimize the number Control the survey length by asking what’s “need to know” vs. “nice to know” Communicate one idea or concept per question Be aware of subtle wording impact, e.g. “should” (social/moral perspective) versus “would” (personal perspective) Use the “funnel method” Start with broad questions and then get more detailed. Questions read better when there is a logical progression Use headings to separate question categories and to introduce different sections. Headings help respondents stay on track and avoid confusion Three types of questions Now that a peace agreement has been reached by all the groups currently fighting in Bosnia, the Clinton Administration plans to contribute U.S. troops to an international peace-keeping force. Do you favor or oppose that? favor 46% oppose 40 dont know 14 CBS News: Do you favor or oppose sending up to 20,000 U.S. troops to Bosnia, as part of a NATO peace-keeping force, to enforce this peace agreement between Bosnia, Serbia, and Croatia? favor 33% oppose 58 dont know 9 ABC News: Clinton said now that a Bosnian peace treaty has been signed, hes sending 20,000 U.S. troops there as part of an international peace-keeping force. Do you support or oppose sending 20,000 U.S. troops to Bosnia as part of an international peace-keeping force? favor