Ahmed Sultan | ahmedsultan.pro
Practical worksheet — adapt to your context

Hafawah observation sheet
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Sector / service journey / date / situation:

Customer need and agreed behaviour:

What did you see or hear? Record facts before interpretation.

Were the information, options, and next step clear?

Was follow-up ownership clear and the update commitment kept?

Were privacy, decision rights, and other people’s rights respected?

How does the employee explain the situation? What helped or prevented delivery?

What deserves recognition? What needs development?

Support or repair needed, and its owner:

Related indicator from the measurement agreement:

Follow-up date and what will be reviewed:

Do not record customer identifiers or personal data. One observation does not establish an effect on business outcomes.


Use the questions that serve your situation and adapt them to your team.