In the world of efficient and effective management, one philosophy has stood the test of time – Gemba Walk. Derived from a Japanese term meaning ‘the real place’ or ‘the place where value is created,’ Gemba is a fundamental component of Lean Management.
In this article, we will dive deep into the concept exploring its origins, principles, and the many industries it has transformed.
Table of Contents
What is a Gemba Walk?
A Gemba walk, often pronounced with a hard “G” as “Gamba Walk,” is the practice of physically visiting the place where the actual work happens. For manufacturers, this means stepping onto the factory floor. The core idea is rooted in the Japanese philosophy of “genchi genbutsu,” which translates to “go and see.” It’s all about understanding, observing, and improving processes to foster a culture of continuous improvement.
A Historical Perspective
The concept of Gemba was popularized by Taiichi Ohno, one of the masterminds behind Toyota’s Lean Manufacturing system. It was here that the famous words “Go see, Ask why, and Show respect” were first uttered. In recent years, Gemba walks have gained popularity across various industries, offering valuable insights into operations and supply chains.
The 3 Basic Rules of Gemba
To make a Gemba walk truly effective, it must adhere to three essential rules, as laid out by Toyota’s former chairman, Fujio Cho:
1. Go See
The first rule is simple but crucial. To align processes with a company’s objectives, one must witness them firsthand. This means leaving the comfort of the office and heading to the shop floor. Seeing is believing, and it’s essential for gauging process alignment.
2. Ask Why
Understanding the intricacies of each step in the manufacturing process is vital. Many routine tasks are performed without questioning their necessity or efficiency. Asking “why” helps identify areas where improvements can be made.
3. Show Respect
Perhaps the most important rule, Gemba walks should communicate genuine concern for employees’ well-being. Workers need to understand that these walks are aimed at making their work easier, not critiquing their performance.
Gemba Walk Across Industries
While initially developed for manufacturing, Gemba has transcended industry boundaries. It’s now applied in various sectors, including customer service, marketing, and software engineering. The essence of Gemba lies in bridging the gap between different hierarchical layers within an organization, fostering transparency and trust. You might be familiar with the TV series “Undercover Boss.” Interestingly, it draws inspiration from the Gemba concept. In the show, CEOs go undercover as frontline employees to gain firsthand insights and ideas for process improvements.
Steps to Establish Effective Gemba Walk – Checklist
1. Prepare Your Team
Both managers and team leaders should receive proper training. Employees should understand that the walk aims to observe and improve processes, not evaluate their performance. Transparent and detailed answers are encouraged.
2. Set clear Objectives
Gemba walks must have a clear objective and related Key Performance Indicators (KPIs). Proactive questioning, based on the “5 Ws” (Who, What, When, Where, and Why), is essential. Technology, such as the Gemba-Walk.com app, can streamline data collection and analysis.
3. Focus on key ideas / process improvements
Encourage employees to share their ideas for process improvement. The frontline staff often has unique insights. Emphasize the value stream to identify areas of improvement, especially in handoffs between departments.
4. Structure Your Collected Ideas / Data
A Gemba walk generates a lot of data. Use technology to log observations and automatically structure information. This not only saves time but also reduces paper usage and lowers the risk of work accidents.
5. Walk in Teams (involve employees)
Consider involving employees from different departments for fresh perspectives. Diverse viewpoints can uncover issues and opportunities for improvement that might otherwise go unnoticed.
6. Change the Schedule
Vary the timing of Gemba walks to gain a comprehensive understanding of processes. Different times of day and days of the week can reveal unique insights.
7. Communicate ‘the change’
Before implementing changes, communicate findings with team members. Assign improvement projects and ensure a smooth transition.
8. Measure KPIs
After implementing improvements, track performance and measure KPIs to assess the impact of changes. Regular Gemba walks help monitor progress.
How Gemba Walks Can Be Used Virtually
Virtual Gemba walks involve the use of video conferencing and collaborative software. Team members from different locations can participate, sharing their work processes and environments through video calls. This approach allows for real-time observation and interaction, even when physical presence is not possible.
- Utilize video conferencing tools for live streaming.
- Encourage team members to provide virtual tours of their workspaces.
- Ask questions and seek clarifications as you would during an in-person walk.
- Show respect by actively listening to employees and acknowledging their contributions.
It is particularly beneficial for remote teams and global organizations, enabling them to maintain the spirit of Gemba despite geographical distances.
Gemba Walk Benefits
Implementing it yields numerous benefits for businesses:
- Strategic decision-making based on valuable insights: Strategic decisions with real-world data.
- Closer collaboration between teams and stakeholders: Fosters cross-team collaboration and alignment.
- Improved communication at all organizational levels: Opens up communication channels across the organization.
- Enhanced employee morale and well-being: It shows respect for employees, boosting morale.
- Detection of both disruptive and positive innovations: It uncovers inefficiencies and innovative practices.
- Streamlined operations, saving time and money: It optimizes operations, reducing costs and time.
- Identification of opportunities for improvement: It pinpoints areas for ongoing enhancement.
- Improved facility safety: Enhances safety by identifying and addressing hazards.
- Standardization of processes: Encourages consistent, efficient practices.
- Cultivation of a culture of continuous improvement: Instills a culture of ongoing progress and growth.
Implementing Effective Lean Management Across Industries for Continuous Improvement – Few Service Industry Examples
1. Customer Service Center
In a customer service center, Gemba can be applied by having managers and team leaders physically or virtually visit the floor where customer service representatives work. This practice exemplifies Gemba lean management. During these visits, they can:
- Observe live customer interactions to understand common issues and challenges, showcasing the benefits of Gemba walks for companies.
- Ask representatives why certain processes are followed and whether they could be improved for better customer satisfaction, aligning with the principle that in lean, Gemba means to “go and see.”
- Show respect for the frontline employees by actively engaging with them and acknowledging their contributions to customer support.
Virtual Gemba walks can also be conducted by using screen sharing to view customer interactions in real-time and engaging in discussions with customer service agents. This allows for immediate insights into customer concerns and service quality, reflecting how to plan an efficient Gemba walk.
2. Restaurant Operations
In a restaurant, Gemba can be applied by having managers and chefs conduct Gemba walks in the kitchen and dining areas. This approach is part of Gemba lean management. They can:
- Physically visit the kitchen during peak hours to observe the food preparation process, identify bottlenecks, and ensure quality standards are met, demonstrating the benefits of Gemba walks for companies.
- Ask kitchen staff about their daily challenges and suggestions for process improvements, aligning with the steps to establish an effective Gemba walk.
- Show respect for the kitchen staff’s hard work and dedication to maintaining food quality and safety, exemplifying the meaning of Gemba in lean.
For virtual Gemba walks, restaurant managers can use cameras to observe kitchen operations and engage in discussions with the chefs and kitchen staff. This ensures that food quality and safety are maintained, even when physical presence is not possible, showcasing how to implement Gemba in your workplace.
3. Hotel Guest Services
In the hotel industry, Gemba can be applied by having managers and supervisors visit various guest service areas such as the front desk, housekeeping, and concierge. This practice is an example of Gemba walk in different industries. During Gemba walks, they can:
- Observe the check-in and check-out process to identify potential bottlenecks and areas for improvement, demonstrating the benefits of Gemba walks for companies.
- Ask guest service staff about their interactions with guests and gather feedback on guest preferences, aligning with the principle that in lean, Gemba means to “go and see.”
- Show respect for the hard work of the staff in ensuring a pleasant guest experience.
Virtual Gemba walks can be conducted through video conferencing to observe guest interactions and service delivery. This allows managers to maintain a connection with the guest service teams, even when they are located remotely, illustrating how to implement Gemba in your workplace.
In conclusion, Gemba is not just a management philosophy; it’s a way to create real change within an organization. By embracing the principles of “go and see,” asking why, and showing respect, companies can unlock the potential for continuous improvement across various industries. Gemba walks, whether in person or virtual, bring teams closer, foster innovation, and pave the way for a brighter future in business.
Breakfree Consulting: Your Partner for Effective Implementation
Over two decades of global experience and a team of 100+ experts across India, specializes in helping organizations implement Gemba Walks effectively. Our proven expertise ensures a customized approach, leveraging tools to plan walks, gather insights, structure data, and create comprehensive reports for KPI analysis. Partner with breakfree consulting to seamlessly integrate Gemba Walks into your workplace for impactful results
FAQs
- What is the origin of the term “Gemba”? The term “Gemba” is of Japanese origin and means ‘the real place’ or ‘the place where value is created.’ It is a fundamental concept in Lean Management.
- What are Gemba Walk Benefits to my business? Gemba walks offer insights into operations, improve communication, enhance employee morale, and identify opportunities for improvement, among other benefits.
- Is Gemba limited to the manufacturing industry? No, Gemba has been successfully applied in various industries, including customer service, marketing, and software engineering, to improve processes and foster collaboration.
- What are the three basic rules of Gemba? The 3 fundamental rules: 1. Go see, 2. Ask why, and 3. Show respect. These rules foster a culture of continuous improvement.
- How can technology help? Technology, such as the Gemba-Walk.com app, can streamline data collection, analysis, and reporting, making Gemba walks more efficient and data-driven.