In the Shadows

Abstract:Job shadowing can provide many insights and reveal areas that need improvement in any given process. There are three main phases in job shadowing: preparation, which includes meeting with higher level employees and subject matter experts to determine which frontline workers to shadow; shadowing, which entails observing a worker fulfill their duties within an overall process and asking questions; and synthesis, which includes recording the information learned while shadowing and analyzing it. Shadowing frontline workers can take some time, depending on how many will be observed, but observing a task or job lends to more accurate information. Analyzing end-to-end processes and shadowing individual jobs within that process can lead to a deep understanding of the process and can also show some areas that may need …

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