Walking the (Gemba) Walk

This group engaged in conversation whether wire cages or General Purpose Mail Containers (GPMCs) would hold the most mail in the Fort Lauderdale Main Office retail operation. They decided to brainstorm with clerks before coming to a conclusion. Pictured from left, Davie Branch Supervisor, Customer Services Norbert Kappell, Oakland Park Manager, Customer Services Johnson D’Souza, Southside Station Manager, Customer Services Millicent Munroe-Tomlinson and Fort Lauderdale Supervisor, Customer Service Support Amy McCall.
 

It’s a common issue when a complex project is underway: the people involved lose sight of the detailed work that goes into the very process they are trying to improve.

To address this problem, Toyota developed the Gemba Walk, which gives managers and executives the chance to visit the production floor and see how a specific operation is done. That moves it from an abstraction to a real-world challenge.

The translation of the term from the root Japanese word is “the real place.” It also is known as “the place where value is created.” In the practice of Lean and Six Sigma, it means taking the time to watch how a process is done and talking with those who do the job.

At a recent Safety Gemba Walk training seminar, participants were challenged to “go to the Gemba” and come back with five observations to change or improve the process and reduce the risk of an accident. The following employees accepted the challenge and walked the walk at the Fort Lauderdale Main Office:

• Fort Lauderdale Manager, Customer Service Operations Gwen Branch
• Oakland Park Manager, Customer Services Johnson D’Souza
• Flamingo Branch Manager, Customer Services Pamela Farrow
• Melrose Station Manager, Customer Services Tania Jorge
• Davie Branch Supervisor, Customer Services Norbert Kappell
• Fort Lauderdale Supervisor, Customer Service Support Amy McCall
• Fort Lauderdale Administrative Assistant Juanita Kingcade
• Southside Station Manager, Customer Services Millicent Munroe-Tomlinson 
• Hollywood Supervisor, Customer Service Support Robin Stewart
• Pembroke Pines A/Manager, Customer Services Jim Walker

Toyota pioneered many of the Lean and Six Sigma practices used today by organizations around the world. This in-person observation allows leaders to see the difference between what they assumed is happening and what is actually happening. It also gives them a chance to interact with the employees who are doing the job and see exactly where and how it is done, as opposed to imagining it from a conference room.

This group decided to engage employees in conversation about the Automated Delivery Unit Sorter (ADUS) machine and how it would be easier to load parcels. Pictured from left, Melrose Station Manager, Customer Services Tania Jorge, Fort Lauderdale Manager, Customer Service Operations Gwen Branch, Flamingo Branch Manager, Customer Services Pamela Farrow, Hollywood Supervisor, Customer Service Support Robin Stewart, Fort Lauderdale Administrative Assistant Juanita Kingcade, and Pembroke Pines A/Manager, Customer Services Jim Walker.

Photos: Fort Lauderdale Customer Relations Coordinator Kelly Worthman