Gemba Walk At The Frontlines
SNAPS DAY 329
11/25/20221 min read
Similar to how we used to do it in the automotive industry, the Senior Leadership in the BPO industry regularly goes to the work area of Department Managers for a Gemba Walk or a Stand Up so they can “show and tell” their Team’s performance. They discuss how their lead measure activities move their focused areas closer towards achieving their wildly important goal.
My personal preference is conducting a Gemba Walk with my front line leaders as they talk about their lead measures that are focused on Associates, Customer, Quality, Efficiency and Innovation. I typically have their Associates witness how their Team Leaders represent their performance. I ask the TL to select 1 or 2 of their high potential Associates to also present. I l prefer that they discuss the reds (areas where they need help) first before they talk about the greens (exceeding goals) so we can end the Gemba on a high positive note and a “ONE Team” cheer. The rest of the leaders from other departments observing are encouraged to ask questions, share best practice and volunteer to help. This also gives me the opportunity to recognize my top Associates with leaders from the entire Site in observance.
Oh.. If you’re one of the frontline Associates who presented, expect me to conduct side-by-side call listening to watch you in action and celebrate how you provide global-best service to our customers.
*About the photo
This is me helping serve the dessert of various kinds of chocolates of Antonio’s Restaurant to the top performers for the quarter across the Site of one of my organizations.
