Many managers nowadays try to resolve work-related issues while they are sitting in their office or in the meeting room. Attempting to resolve problems in this way without visiting the actual place and without seeing what’s really happening is not necessarily a successful approach. This article will be highlighting one the most inexpensive data collection methods as well as one of the simplest and most powerful Lean techniques.

An observation is a data collection method used to gather specific information about a process or a situation. It allows the observer to collect the data in a real-time manner and at the location where the data is generated. Observation is intended to be a simple learning method to better understand the actual ‘As-Is’ situation of the daily operation. It is generally an inexpensive method which only requires time and note-taking.

Observations are often used to:

Observation is often used during process improvement and change management initiatives. It helps to verify an existing problem and its possible causes by collecting live data from the actual place where the work is being done. It also allows the observer to fully document the value stream of the process and measure the true performance. During such observation activities, process observation forms can be used to record the observed data, interview responses, improvement opportunities, and any other useful information.

Observation activities can also be applied in the customer service environments. Oftentimes, there is a need to go to the customer’s site to truly understand the viewpoint of customers and how they experience your products and services. This is especially useful to identify customer satisfaction levels which will provide valuable insights for continuous improvement. The key is to carefully observe the reactions where there is a direct contact between the customer and the product or service.

Types of Observation

What is Gemba?

Gemba is a Japanese term that means “the actual place”. It refers to the real place where value is created and where clients are served within the value stream. In manufacturing environments, it often refers to the shop floor where products are manufactured. In the service sector, it may refer to the actual place where a service is delivered to the customer, or where there is a direct interaction between the service provider and the customer.

Performing Gemba walks regularly is very useful to find the different forms of waste and non-value-added activities, and discover where continuous improvement opportunities exist. It allows to gain valuable insights on variabilities, out-of-specification conditions, abnormalities, bottlenecks, redundancies, unsafe acts and conditions, and 5S opportunities. It also allows to observe positive behaviors and good practices, for example, someone who is picking up garbage while walking and throwing it in the trash.

Gemba walkers should focus on something that is moving through the process, for example, a product, an object, a tool, an application, materials and information. They can also focus on the flow of humans, especially in the service sector such as the transportation and hospitality industries. The goal is to find out what is really happening and not what is supposed to happen or whether people are following the procedures or meeting the deadlines.

Gemba walks involve interviewing people, taking their feedback, evaluating their needs, and implementing plans and solutions that will effectively solve their problems and organize their work. People should view these walks as to support them with their needs and issues. When talking to people, be empathetic and supportive, and listen to their concerns and suggestions. It is also important to restrain yourself from providing solutions or judgment and behave more like someone who wants to learn and support.