This is an interesting topic. On many occasions I have seen engineers and managers making decision without knowing what is going outside their office. They are afraid to leave their private space.
One great tool is what the Japanese call "Gemba" and Larry Bossidy calls "what is reality". Leave your office or cubicle and wander out and see what real life is in your building, on a different floor or on the shopfloor. Talk to the people that do the actual work. This applies to manufacturing, service organizations, hospitals, schools and universities.
I recommend the 5W2H and 4P approach. (5W = what, when..., 4P = people, process, product and procedures). More about this later.
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