CI Tools

Gemba Walk, What does “Go see, ask why” mean?

Toyota Chairman Fujio Cho’s words, “Go see, ask why, show respect,” are famous.  They are like a creed for lean practitioners around the world.  Go to gemba, the place where value is created, where the work is done, is one of the core principles of continuous improvement.  Cho’s words are a summary of what going to gemba is.  What do those words mean?

Go See

The purpose of the gemba walk or observation walk is to understand the work and grasp the current situation. A process has three versions, what should happen, what we think happens, and what actually happens.  You will get an understanding of what is happening by observing everything within the area, people, equipment or machine performance, and the work environment.  If you notice any gaps or problems, focus your attention on one at a time.  These are the things you need to see for yourself.

  • What people do, are they following the standards?
  • How people spend their time, how is the work environment?
  • How people move around the work area
  • The workflow, how the product or information flows through.
  • Where the flow stops?  Watch for interruptions and delays.
  • Handoffs between workstations, how the materials, ingredients or information arrives and leaves the station.  

Remember that you are there to understand the situation, not to judge.  All gemba walkers are there to practice observation and active listening.  Focus on the system, quality, cost, and morale.  Look for improvement opportunities. Practice respect while asking questions, let the team shine.

Ask What

Even though Cho’s phrase says, ask why, the first question is what, not why.  What is the purpose of this process, what it intends to achieve?  Only ask why type questions, which are to diagnose, after you understand the process and the current situation.  Ask why there is a gap to the standard, why delays happened, why does rework occur, and others.  Listen to the answers to understand the point of view of the people who do the work, keep learning from them.  The conversation will lead you to a point where you can ask what if.  At this time, you can ask for their ideas, what if you change the method?  

Gemba Walks are a powerful tool to promote the continuous improvement culture or a fast way to kill it!  In a blame-free culture, your associates will be honest, talk freely about their concerns, and share their ideas without problems.  The way you, and your leadership team reacts to comments and concerns, and how diligently you are to facilitate their work and solve their problems will determine how successful these walks are.  As a system, gemba walks supports the scientific method (PDCA) because it is based on actual observation.  

CI Tools

What is a gemba walk? What are the benefits of doing a gemba walk?

A gemba walk is defined as the act of going to see gemba, the place where the process happens, and value is created.   During the walk, you will do the following.

Go See

The purpose of the walk is to understand the work and grasp the entire situation.  The associates must know the goal of your visit.  Let them know that you are there to improve a process or understand a problem, not to evaluate the people’s performance.  Go to the area and observe what is going on, observe to understand, not to judge.

Ask What

The second piece to gain understanding is to talk with the people who do the work.  Understand the situation better by asking open-ended questions.  Always ask what first, then why.

Show Respect

You are visiting the workplace of your team, their home for eight or more hours, respect them, and their second home.  Sometimes the following ways to show respect are ignored.  Do not judge, or make questions that can lead to blaming a person or department.  Listen more than you talk and do not give up the answer, let the associates learn and shine while explaining concepts and ideas that they master, not you.  Helping people to develop their skills and raise their self-esteem is a great way to show respect.

Benefits of the Gemba Walks

  • Learn about the process and the challenges associated to it, see what is really happening
  • Get facts to find the answer to a problem, or potential ideas to improve the process.
  • Develop the skills or your team, and other associates by coaching them on how to get facts using direct observation and the scientific or critical thinking (PDCA) to solve problems
  • Drive alignment inside the organization by modeling behaviors and communicating expectations.

Gemba or observation walks are a great tool to develop your team skills.  Do not waste the chance to show how much you appreciate and care about your team by not acting with respect.  Leaders must show respect at all times.  These walks are a great tool to complement the continuous improvement journey by supporting the culture change and providing focus and follow-up to what is important.