Welcome back to the gemba!




Ask yourselves: are teams really the building block of our organization?

On the gemba, ask yourselves: how are people organized? (not the org chart!!!)

Who are their team co-workers and how stable is the team?

Who is the team leader (the co-worker to who everyone orients whenever there is a question, doubt, ambiguity about work)?

What kind of team-specific habits can we see?

Are these team habits geared towards satisfying customers? (internal and external)


Discuss with the team and pick one regular activity they do as a team (not an individual job, but a job everyone participates in or does at some time) and ask yourselves: how could we perform better for customers? How could it be easier to get it right every time? What kind of special cases should be prepare for? What should we be oriented towards to succeed?

Further thinking

Dr. Michael Ballé will assist as virtual sensei for this e-learning experience with your own team to illustrate the key concepts you'll explore in the book.