🔍 Are You Walking the Walk?

For anyone who has spent significant time in the hospitality industry, the Manager’s ‘Figure of Eight’ is as familiar as the daily specials. This invaluable practice involves a manager walking a path through all areas of the pub, restaurant, or hotel, interacting with guests and staff, resolving issues on the spot, and ensuring that the highest standards are upheld.

It’s a dynamic, hands-on approach that not only keeps the pulse of the restaurant but also sends a powerful message: management is present and deeply engaged in the guest experience. This walk is less about formal observation and more about immediate action and connection – a spontaneous check-in to keep the day flowing smoothly.

But what if we could augment this tried and tested method with another powerful tool to supercharge our processes and enhance our people experiences even further?

Enter the Gemba Walk, a strategy born in Japan and tailored for efficiency and continuous improvement. While it shares the spirit of visible, active management with the ‘Figure of Eight’, the Gemba Walk introduces a structured approach to problem-solving and process optimisation.

In this newsletter, we’ll explore how combining these insights can create a robust framework for excellence in any business. Whether you’re a seasoned veteran or new to industry, prepare to walk a new path towards operational brilliance.

🌟Empowering Employees: The Heart of the Gemba Walk

A Gemba Walk's success is directly proportional to the level of engagement from those who do the work. It’s about empowering your team to be part of the solution. Encourage them to share their insights and suggestions for improvements. This can be done by:

Creating a Safe Space: Ensure employees know their input is valued and that the walk is not a critique of their performance, but a collaborative effort to improve.

Recognising Contributions: Acknowledge the ideas and efforts of employees. A simple thank you or recognition in a team meeting can go a long way.

Providing Training: Offer training that helps employees understand lean principles and how they can contribute to process improvements.

Implementing Suggestions: Whenever possible, put employee suggestions into action. This reinforces their value to the company and encourages continuous input.

🔍 The Steps To Success

Here are the essential steps to an effective Gemba Walk that can transform your business operations, no matter the industry:

📝 Have a Plan: Before embarking on your walk, set clear objectives. Are you looking to improve quality, efficiency, or safety? Having a structured plan with specific questions related to your objectives is essential for a focused approach.

🤝 Prepare Your Team: Transparency is key. Inform your team about your plan, its purpose, and how it can benefit them. This preparation helps to alleviate any concerns and encourages openness to the process.

👥 Focus on Processes, Not People: The aim is not to audit but to understand. Approach each step with a curious mind, looking for ways the process can be improved rather than attributing blame.

🏭 Follow the Value Stream: Trace the path of value creation in your business. By following the flow, you can see where delays or unnecessary steps might occur and how they can be eliminated.

❓Ask Questions: Adopt a beginner's mindset. Inquire about the reasons behind each process step. Questions like “What challenges do you face here?” can unlock valuable insights.

📊 Document Observations: Record what you see and hear without immediate judgment. Notes, photos, or even quick sketches can help capture the current state, which is invaluable for later analysis.

🚫 Don’t Suggest Changes During the Walk: Hold back on problem-solving in the moment. The goal is to observe and gather information that will inform your improvement strategy later.

🚶‍♂️🚶‍♀️Walk in Teams: Diverse perspectives can lead to richer insights. Include team members from different functions to see the bigger picture and foster cross-departmental collaboration.

⏱Mix up the Schedule: Visiting at different times can reveal hidden issues. A process might work differently at the end of a shift or on a Monday morning compared to a Friday afternoon.

👂 Follow-Up with Employees: Engagement doesn’t end with the walk. Discuss your findings with your team, and work collaboratively to develop solutions.

🔁 Return to the Gemba: The Gemba Walk is a cycle, not a one-off event. Returning to the ‘actual place’ allows you to see the impact of changes and where further improvements can be made.

🚀 The Impact on Business

Implementing Gemba Walks can have profound effects. By systematically observing and questioning processes, businesses can uncover inefficiencies, identify waste, and discover opportunities for improvement. This hands-on approach fosters collaboration, encourages employee engagement, and leads to real-time problem-solving.

Whether you’re manufacturing widgets, running a consultancy, or leading a tech start-up, the principles of a Gemba Walk are universally applicable. It’s about seeing the work happen, engaging with those doing it, and understanding the intricacies of each step in your value chain.

👣 Are You Ready to Take the First Step?

If you’re looking to streamline your operations and engage your team in meaningful improvement, this approach can be game-changing.

What will you discover on your first Gemba Walk?

Have a brilliant week!

Dave Rogers, Chief Business Explorer, Fuelled Fit and Fired Up

At Fuelled Fit and Fired Up, I use my curiosity to help you build a better business.

Are you looking for a speaker who thinks a little differently? Let’s talk.

Contact me at info@fuelledfitandfiredup.com to find out more.