		PARENT SITES: [ERC HOME] [UNICEF]

Welcome Case Study Map

Main Topics


		Solve Problems
		Focus on the User
		Build Teams
		Manage the Process

Focus on the User Concepts


		Record Observations
		Build Consensus
		Collect and Analyze Data

Tools for Direct Observation


		User Survey
		Checklist
		Focus Group
		Moment of Truth Analysis
		Client Flow Analysis
		Supervision

Direct Observation

Why?

Direct observation techniques are the most reliable way to assess if your users are satisfied with the service you and your organization are providing, and to evaluate the actual performance of care givers.

What?

Direct observation techniques evaluate user perceptions and satisfaction, and bring the user and the provider into close contact. These techniques also assess actual staff performance and compliance with standards. Direct observation should be used with great sensitivity lest it create tension rather than support solutions.

How?

The manager should take care to ensure that all staff are briefed on the purpose of these tools and commit to using them in a manner that respects the professionalism of the staff being observed (or having their performance assessed by clients and/or their peers). This should include ensuring that feedback on an individual's performance is directed to the individual and not used in analyses.

The following tools can be used for direct observation:

A user survey collects information in a questionnaire format.
A checklist is helpful when you want to observe staff or user behavior.
A focus group allows you to define or describe user perceptions.
Moment of truth analysis helps to define problems in the contacts between the users and the service providers.
Client flow analysis helps you observe how users relate to the whole care-giving process.
Supervision helps you observe how providers comply with standards and relate to users.

To learn more about any of the tools mentioned above, click on the name of that tool.

Once you are done looking at the tools related to Direct Observation, continue on to Consensus Building.

Return to Topic:	Focus on the User
Go to Next Concept:	Build Consensus
View First Tool:	User Survey

Go to:

Welcome

Case Study

Map

Parent Sites:
United Nations Children's Fund	The Manager's Electronic Resource Center	Management Sciences for Health
UNICEF Home	ERC Home ERC Search	MSH Home