- Published
- 8 October 2026
- Last reviewed
- 8 October 2026
Choose a question that a measure can answer
Start with the decision the team needs to make. Identify the process, period and outcome of interest. A measure is useful when its meaning is clear enough for another person to collect and interpret it consistently.
For a fictional service team, the question is how long complete enquiries wait for assignment. Counting every message may answer a different question. State the difference before collecting data.
Define the unit and timing
Record what one item represents and which start and stop events apply. Specify the unit of time or other quantity. Explain how incomplete records, repeated requests and unusual cases will be identified.
Decide whether the exercise concerns elapsed time or working time. Neither should be silently substituted for the other. The checklist supports that discussion but does not prescribe a universal service target.
Check the source and collection method
Identify the authorised record source, responsible collector and collection period. Confirm the relevant access permissions. Record whether timestamps or classifications are generated automatically or entered manually.
Try the method on fictional records before using it more widely. Ask two people to apply the definition to the same example and compare their interpretation. Resolve differences in meaning rather than averaging incompatible records.
Record limitations and exceptions
Explain what is missing and what cannot be inferred. A short observation period may not represent seasonal or unusual demand. A changed recording method can affect a before-and-after comparison.
Do not discard inconvenient records without an agreed reason. Record the treatment of exceptions so another reviewer can understand the analysis. Keep personal identifiers and restricted information out of public practice copies.
Agree a review before analysis
Confirm the measure, collection approach and responsible reviewer. Decide how results will be presented and which other measures might reveal unintended effects. Faster assignment, for example, may still produce duplicated work.
Download the checklist in PDF or Word. Use a fictional process first and finish with unresolved questions, an owner and a next action. This resource does not calculate statistical capability or certify a measurement system.
Source and practice note
ASQ DMAIC guidance provides the context for measuring the existing process. The checklist is an original RDE exercise. The exercise and fictional examples are original RDE learning material.
Cover image: AI-generated illustrative scene created specifically for this resource.
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Download the editable Word document
Printable PDF and editable Word document. Version 2.0, 8 October 2026. Personal and internal organisational adaptation permitted with Jefferson Otonbara Imgbi author credit retained.