Kurt Stuke Adecco kurt stukeadeccona com http www

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Kurt Stuke Adecco kurt. stuke@adeccona. com http: //www. servingquality. com 24 th ASQ Audit

Kurt Stuke Adecco kurt. stuke@adeccona. com http: //www. servingquality. com 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 1

Living Data - Leveraging Qualitative Data for Auditors We are often told that quality,

Living Data - Leveraging Qualitative Data for Auditors We are often told that quality, if it is to be effective, must be datadriven. Real quality - quality that has enough value to produce insight and facilitate positive change – must be data-driven. Data, in short, is at the heart of quality. But what is data? Expanding the boundaries of quality so that we recognize the importance of qualitative data will enable us to more readily engage and foster cultures of quality. 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 2

Learning Objectives ¢ By the end of the session, the participant will: ü recognize

Learning Objectives ¢ By the end of the session, the participant will: ü recognize the emic perspective versus the etic perspective ü understand how qualitative data affords the quality practitioner Vital -To-Quality insights discovered through an emic approach ü have a rudimentary grasping of three types of qualitative data: • Ethnography • Organizational Narrative Inquiry • Phenomenology ü understand theoretically how these three types of qualitative data may be applied within quality and auditing ü understand practically how these three types of qualitative data have been applied within one concrete context 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 3

Auditing as Exploring Imagine that we are hired to “explore” an unknown island… ¢

Auditing as Exploring Imagine that we are hired to “explore” an unknown island… ¢ There are two options: ü Option A: Stay safely aboard the SS Quality & explore from afar ü Option B: Reach the island, leave the ship, & explore in situ 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 4

Contrasting Views (1/2) Etic Emic Lends itself to: ¢ surveys ¢ focus groups ¢

Contrasting Views (1/2) Etic Emic Lends itself to: ¢ surveys ¢ focus groups ¢ analytics Lends itself to: ¢ focus on lived experiences ¢ more lengthy life cycles (in order to gather data) ¢ observations (findings) expressed narratively Advantages: ¢ short life cycles ¢ cost efficient ¢ adheres to our norms, Bo. Ks, and standard practices Advantages: ¢ offers experiential-based insights into culture ¢ makes accessible cultural elements that are not visible from afar 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 5

Contrasting Views (2/2) SURVEY/AUDIT RESULTS = 21%! SOCIAL NETWORK ANALYSIS M M M Adapted

Contrasting Views (2/2) SURVEY/AUDIT RESULTS = 21%! SOCIAL NETWORK ANALYSIS M M M Adapted from Kevin Schaul’s recent Washington Post article: http: //www. washingtonpost. com/graphics/business/wonkblog/majority-illusion/ 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 6

Ethnography From the Greek "ethno" (loosely meaning culture) and "graphein" (meaning to write), ethnography

Ethnography From the Greek "ethno" (loosely meaning culture) and "graphein" (meaning to write), ethnography entails writing about a culture from the participant's point of view Dual purpose: ü to explore the culture ( the “island”) itself ü to understand more fully the adaptive and emergent dynamic driving cultural “sensemaking” in and throughout the “island” 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 7

Data Collection ü A variety of different perspectives & sources ü Use multiple modalities,

Data Collection ü A variety of different perspectives & sources ü Use multiple modalities, e. g. observation, open interviews, site documentation, etc. ü Rich & descriptive field notes ü Daily gathering (in the least)! ü Seek the participant’s words & view 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 8

Data Elements 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa

Data Elements 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 9

Data Analysis You must bring some shape to the observations: ü Patterns ü Categories

Data Analysis You must bring some shape to the observations: ü Patterns ü Categories ü Basic descriptive units Description Analysis 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 10

O. N. I. 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort

O. N. I. 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 11

Why Stories? 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa

Why Stories? 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 12

O. N. I. - Details 24 th ASQ Audit Conference October 29 -30, 2015

O. N. I. - Details 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 13

Real Life Example 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort

Real Life Example 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 14 14

Real Life Example 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort

Real Life Example 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 15 15

Phenomenology Deeper understanding of the nature or meaning of our everyday experiences Not an

Phenomenology Deeper understanding of the nature or meaning of our everyday experiences Not an overarching system or theory Plausible insights that lead to direct contact with the world Transcendental : : essences Hermeneutic : : intentionality Post-Intentional : : transformation 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 16

The Approach o Method: ü Identify a phenomenon of interest ü Investigate the experience

The Approach o Method: ü Identify a phenomenon of interest ü Investigate the experience as it is lived and not written down! ü Reflect on the essential themes ü Describe the phenomenon through writing and rewriting ü Balance the research context by considering parts and wholes Max van Manen (as taken from the Vagle, pp. 56 – 60) o Data Sources: ü Interviews (one-on-one, small groups, large audience) ü Organizational charts ü ? 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 17

Real Life Example ¢ Beyond org charts… Pull, Expertise, & Knowledge Transfer Sources &

Real Life Example ¢ Beyond org charts… Pull, Expertise, & Knowledge Transfer Sources & Knowledge Transfer 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 18

Learning Objectives Review ¢ In our session, we: ü Introduced the distinction between an

Learning Objectives Review ¢ In our session, we: ü Introduced the distinction between an emic perspective and an etic perspective ü Explored the value of the emic approach ü Surveyed three types of qualitative data: • Ethnography • Organizational Narrative Inquiry • Phenomenology ü Reviewed applications of these data types 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 19

References Business Anthropology Ann Jordan Waveland Press (2012) 978 -1577668275 Qualitative Methods in Business

References Business Anthropology Ann Jordan Waveland Press (2012) 978 -1577668275 Qualitative Methods in Business Research Paivi Eriksson & Anne Kovalainen SAGE (2008) 978 -1412903172 Qualitative Inquiry & Research Design John W. Creswell Sage (2012) 978 -1412995306 Practical Ethnography Sam Ladner Left Coast Press (2014) 978 -1611323900 Working with Stories Cynthia F. Kurtz - Fernhout (2014) 978 -0991369409 Crafting Phenomenological Research Mark D. Vagle Left Coast Press (2014) 978 -1611323023 Ethnography & the Corporate Encounter Melissa Cefkin Berghahn Books (2010) 978 -1845457778 Engaging in Narrative Inquiry D. Jean Clandinin Left Coast Press (2013) 978 -1611321609 Transformative Phenomenology David Allan Rehorick & Malhotra Bentz Lexington Books (2010) 978 -0739124123 Organizational Ethnography Daniel Neyland Sage (2008) 978 -1412923439 Narrating the Organization Barbara Czarniawska U of Chicago (1997) 978 -0226132297 Qualitative Interviewing Herbert J. Rubin & Irene S. Rubin SAGE (2011) 978 -1412978378 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 20

Questions 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino,

Questions 24 th ASQ Audit Conference October 29 -30, 2015 Peppermill Resort Spa Casino, Reno, Nevada 21