Joanne Grey, a senior consultant, and David Young, a junior consultant, are conducting a systems analysis for a client to determine the feasibility of integrating and automating clerical functions

Joanne had previously worked for the client, but David was a recent hire.
The first morning on the job, Joanne directed David to interview a departmental supervisor and learn as much as possible about department operations. David introduced himself and said, "Your company has hired us to study how your department works so we can make recommendations on how to improve its efficiency and lower its cost. I would like to interview you to determine what goes on in your department."
David questioned the supervisor for 30 minutes but found him to be uncooperative. David gave Joanne an oral report on how the interview went and what he learned about the department.
Describe several flaws in David's approach to obtaining information. How should this task have been performed?

• Ms. Grey did not give Mr. Young adequate instructions about how to conduct the interview and what information to obtain. A senior consultant must exercise closer supervision and provide better guidance to junior employees. Perhaps Ms. Grey should have performed the interview while Mr. Young observed.

• The consultants did not prepare for the interview. They should have studied available documentation to learn what the department does and what the supervisor's job responsibilities are. Then they should have prepared an interview guide listing the topics to be discussed and the questions to be asked.

• Mr. Young provided an oral report rather than a written report of his findings. An interviewer should take notes during the interview, and polish them immediately afterward, in order to provide documentation for future analysis and reference.

• Mr. Young's opening statements to the supervisor were negative in tone. He should attempt to establish rapport with the interviewee, avoid making negative or threatening statements, and be positive about the goals of the study.

• Mr. Young should have asked the supervisor to explain how the department works. Most of the talking should have been done by the supervisor while Mr. Young listened and took notes.

• The interview should have been scheduled ahead of time and the department supervisor should have had time to prepare for the interview.