An Observation is a data collection method used to gather detailed information about a process or a situation. It allows the observer to collects data in real time at the location where the data is generated. Observations are commonly used during process improvement and change management initiatives as well as in customer service environments. They are often used to fully document the value stream of a process, measure the actual performance against organizational goals, and acquire benchmark information to get an idea of the current performance levels against competitors and industry leaders.