Tag Archives: gemba

Don’t Ignore Customer Complaints

Posted on November 20, 2014 by John Hunter

I find Paul Graham’s ideas very useful. I disagree with his recent tweet though. Update: See note at bottom of the post – Paul tweeted that his original tweet was wrong. Base your assessment of the merit of an idea … Continue reading →

Posted in Customer focus | Tagged continual improvement, Customer focus, customer service, evidence based management, feedback, gemba, organization as a system, Paul Graham | 2 Comments

Out of Touch Executives Damage Companies: Go to the Gemba

Posted on August 20, 2014 by John Hunter

When your customer service organization is universally recognized as horrible adding sales requirements to customer service representatives jobs is a really bad practice. Sadly it isn’t at all surprising to learn of management doing just that at our largest companies. … Continue reading →

Posted in Customer focus, Data, Management, Psychology, Systems thinking | Tagged bad management, business, commentary, curiouscat, Customer focus, customer service, Economics, executives, gemba, Google, government, internet, leadership, management, Psychology, regulation, respect for people, sales, targets | Comments Off

Poor Results Should be Addressed by Improving the System Not Blaming Individuals

Posted on February 6, 2014 by John Hunter

My response to: Where is the Deming study that asserts most errors are in organization or process? There is no such study, it is based on Dr. Deming’s experience as I discuss in 94% Belongs to the System (improve the … Continue reading →

Posted in Deming, Management, Process improvement, Systems thinking | Tagged coaching, continual improvement, Deming, gemba, process thinking, quote, respect for people, Systems thinking | 5 Comments

Customers

Posted on December 12, 2012 by John Hunter

Customer focus is critical to succeed with management improvement efforts. Few argue with that point, though my experience as a customer provides plenty of examples of poor systems performance on providing customer value (usability, managing the value stream well, etc.). … Continue reading →

Posted in Customer focus, Deming, Management | Tagged curiouscat, Customer focus, customer service, Deming, gemba, Innovation, management, quote, Systems thinking, value stream | 11 Comments

Touring Factories on Vacation When I Was Young

Posted on July 13, 2011 by John Hunter

Growing up, occasionally, a family vacation would include a factory tour related to my Dad’s work. He was providing some management or engineering consulting and took the opportunity to check in on progress and visit the gemba. Here is a … Continue reading →

Posted in Lean thinking, Manufacturing | Tagged Bill Hunter, gemba, John Hunter, Manufacturing, visual management | 2 Comments

Why Lean is Different

Posted on April 12, 2011 by John Hunter

[the broken link to the embedded video was removed] Short webcast by Michael Ballé discusses what makes lean manufacturing different: going to where the work is done, standardize processes (from the gemba view), practice respect for people and continually improve. … Continue reading →

Posted in Management, Process improvement, Psychology, Quality tools, Respect, webcast | Tagged continual improvement, gemba, Lean thinking, management webcast, Process improvement, Psychology, respect for people, standardization, teams | 2 Comments

Good Process Improvement Practices

Posted on November 8, 2010 by John Hunter

Good process improvement practices include: standardized improvement process (pdsa, or whatever) Going to the gemba – improvement is done where the work is done. You must go to the where the action is. Sitting in meeting rooms, or offices, reading … Continue reading →

Posted in Deming, Lean thinking, Management, Process improvement, quote, Respect, Six sigma, Systems thinking | Tagged continual improvement, curiouscat, Deming, gemba, John Hunter, Lean thinking, Process improvement, Quality tools, quote, respect for people, Six sigma, Systems thinking, Toyota Production System (TPS) | 8 Comments

Jeff Bezos Spends a Week Working in Amazon’s Kentucky Distribution Center

Posted on March 28, 2009 by John Hunter

Photo of Jeff Bezos during the 2005 O’Reilly Emerging Technology Conference by James Duncan. Jeff Bezos, Amazon CEO, is working for a week in Amazon’s Kentucky distribution center. I hope, and based on his past, I believe, that he is … Continue reading →

Posted in Books, Creativity, Customer focus, Deming, Lean thinking, Management, Process improvement, Psychology, quote, Respect, Systems thinking | Tagged Amazon, Bezos, gemba, leadership, management, Process improvement | 5 Comments

CEO Flight Attendant

Posted on July 1, 2006 by John Hunter

Street Smarts: Learning From JetBlue by Norm Brodsky. The Jet Blue CEO works (once a month he estimates) as a flight attendant. He interacts directly with customers in real world situations (not just talking to travel managers in his office). … Continue reading →

Posted in Creativity, Customer focus, Deming, Management, quote, Respect, Systems thinking | Tagged Customer focus, gemba, Management, organization as a system | 3 Comments