Download - Observations and Gemba Walks
Continuous Improvement Toolkit . www.citoolkit.com
Continuous Improvement Toolkit
Observations(And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Check Sheets
DataCollection
Process MappingFlowcharting
Flow Process Charts
5S
Value Stream Mapping
Control Charts
Mistake Proofing
Tree Diagram*
UnderstandingPerformance
Fishbone Diagram
Design of Experiment
ImplementingSolutions**
Creating Ideas
Brainstorming Attribute Analysis
Deciding & Selecting
Decision Tree
Force Field Analysis Cost Benefit Analysis
Voting
Planning & Project Management*
Value Analysis
Kaizen Events
Quick Changeover
ManagingRisk
FMEA
PDPC
RAID Log*
Observations
Focus Groups
UnderstandingCause & Effect
Pareto Analysis
IDEF0
5 Whys
Matrix DiagramKano Analysis
KPIs
Lean Measures
Importance-Urgency Mapping
Waste Analysis
Fault Tree Analysis
Relationship Mapping*
Benchmarking**
SCAMPER**
C&E Matrix
Confidence Intervals
Pugh Matrix
SIPOC*
Prioritization Matrix
Stakeholder Analysis
Critical-to Tree
Paired Comparison
Improvement Roadmaps
Interviews
QFD
Graphical Analysis
Lateral Thinking
Hypothesis Testing
Visual Management
Ergonomics
Reliability Analysis
Cross Training
How-How Diagram**
Flow
Time Value Map
ANOVA
Gap Analysis*
Traffic Light Assessment
TPN Analysis
Decision Balance Sheet
Suggestion systems
Risk Assessment*
AutomationSimulation
Break-even Analysis
Service Blueprints
DMAIC
Process Redesign
Run Charts
TPM
Control Planning
Chi-Square
SWOT Analysis
Capability Indices
Policy Deployment
Data collection planner*
Affinity DiagramQuestionnaires
Probability Distributions
Bottleneck Analysis**
MSA
Descriptive Statistics
Cost of Quality*
Process Yield
Histograms & Boxplots
Just in Time
Pick Chart
Portfolio Matrix
Four Field Matrix
Root Cause Analysis Data Snooping
Morphological Analysis Sampling
Spaghetti Diagram
Pull
OEE
Mind Mapping*
Project Charter
PDCA
Designing & Analyzing Processes
CorrelationScatter PlotsRegression
Gantt Charts
Activity NetworksRACI Matrix
PERT/CPMDaily Planning
MOST
Standard work Document controlA3 Thinking
The Continuous Improvement Map
Multi vari Studies
Continuous Improvement Toolkit . www.citoolkit.com
A data collection method used to gather detailed information about a process or a situation.
Allows to collects data in real time at the location where the data is generated.
Commonly used during process improvementand change management initiatives.
An inexpensive method.
Only requires time and note-taking.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Used:
To gather information about a process or situation.
To fully document the value stream of a process.
To measure the actual performance against goals.
To acquire benchmark information.
To measure customers’ perceptionof quality.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
An Observation:
Allows to better understand the process and the many factors involved:• Cycle times.
• Yield rates.
• Items in queue.
• Recourse availability.
• Etc.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Example - Process Observation Form:
- Observations (And Gemba Walks)
Process: Observer: Observation date:
Purpose of observation:
Step # Process step VA, NVA or ENVA
Cycle time (AVG)
Yield(AVG)
Process map/drawings:
Total time:
Remarks/improvement opportunities:
Continuous Improvement Toolkit . www.citoolkit.com
Also used to measure customers’ perception of quality on products and services.
Helps to identify the customer satisfaction level.
Provides insights for improving products, services and processes.• By watching how the customer is using
the product or service.
- Observations (And Gemba Walks)
Train the observers and ensurethey leave a good impression on
the customers
Continuous Improvement Toolkit . www.citoolkit.com
Example - Customer Observation Form:
- Observations (And Gemba Walks)
Customer: Observer: Observation date:
Time entered: Time exited: Store/location:
Purpose of observation:
Product #
Product description Stock level Time to process order
Complaints handling(Cases and minutes)
Exchange:
Payment:
Service:
Remarks/improvement opportunities:
Continuous Improvement Toolkit . www.citoolkit.com
Gemba:
A Japanese term that means “the real place”
Refers to the place where value is created within the value stream.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Gemba:
It could be:• The factory floor.
• The sales floor.
• The construction site
• Where there is a direct interactionbetween the service provider andthe customer.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Gemba Walks:
An activity that takes an observer to see the actualprocess at the actual place.
Allows walkers to gain valuable insights on howto reduce existing waste and safety hazards.
Allows to discover where improvementopportunities exist.
- Observations (And Gemba Walks)
Leaders are highly encouraged to regularly walk the process in their workplace and apply Kaizen or other
improvement initiatives where necessary.
Continuous Improvement Toolkit . www.citoolkit.com
Gemba Walks:
Gemba walkers should focus on something that ismoving through the process:• A product.
• An application.
• A work order.
They should not focus on the people who areworking on the process.
The goal is to find out what is really happening.• Not what is suppose to happen.
• Not whether people are following procedures or not.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
How to Conduct an Observation:
Clearly define the purpose of the observation.
Prepare an observation form.
Review procedures, product information, etc.
Get permission to conduct the observationsessions and talk to the people there.
Plan your observation including time, location and observers.
Conduct the observation and walk the process.
Collect data, observe actual practices and interview people.
Take time to document important ideas and findings.
Process and analyze the data.
- Observations (And Gemba Walks)
Continuous Improvement Toolkit . www.citoolkit.com
Further Information:
Sometimes there is a need to schedule multiple observation sessions so that you can capture the variation in the process (when measuring the cycle time, for instance).
Combining observation with photography canlead to even richer information and adds muchinterest to the work.
Gemba walk is very similar to MBWA(Management by Walking Around).
- Observations (And Gemba Walks)