Gemba Walks For Service Excellence Essay

721 Words Oct 26th, 2015 3 Pages
In Gemba Walks for Service Excellence: The Step by Step Guide for Identifying Service Delighters Chapter 2, the author describes Gemba Walks as going to the place where the work happens, go and see for you to find out what is really going on. A leader must pay attention to what is happening around them because leaders can become disconnected from people and current reality. A Gemba walk can prevent a false sense of things by showing up in a work center unannounced so that the leaders aren’t seeing just the good things that the managers want them to see, but see all things before that extra polish is applied prior to arriving announced. A Gemba walk can be used by many more than just leaders. Gemba walks provided by customers can provide immediate feedback on marketing, customer service, and see things from another perspective to find out exactly what is going on.
In Creating a Lean Culture: Tools to Sustain Lean Conversions, Third Edition, Chapter 12, the author discusses the master-apprentice model Gemba walk. The master will point out Lean examples that might apply and asks questions to get the apprentice thinking until the believe they have grasped the concept that the master has presented. The master or sensei needs to provide the direction. It is critical that they can keep going the same direction to meet the required goals and ensure that the apprentice is following as well. The apprenticeship is sometimes called an internship.
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