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Tag Archives: gemba
Don’t Ignore Customer Complaints
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
Poor Results Should be Addressed by Improving the System Not Blaming Individuals
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
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
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
[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
Good Process Improvement Practices
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
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
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
Out of Touch Executives Damage Companies: Go to the Gemba
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 →