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Friday, May 24, 2013

Solutions and Sustainment: The Importance of Listening

“Most of the successful people I’ve known are the ones who do more listening than talking.”
                ― Bernard M. Baruch
 The importance of really listening to the issues surrounding the process directly with the person/people involved is paramount to a successful Kaizen. Going to the Gemba and seeing for yourself is key but the process owner is the one that deals directly with the issues on a daily basis. How could you improve the flow of feedback from your organization?
An organization from our most recent Florida Lean Tour in February uses a visual board to continually gain feedback from staff. At short daily meetings, this feedback is heard and then action steps are discussed and visually tracked using red, green and yellow squares. Accountability is promoted as employee photos are provided beside their action items. 

Example SOP for daily huddle:
This organization in healthcare uses a very simplified feedback board in which medical professionals can simply leave opportunities for change where it will be further discussed at meetings, moved to action and resolved.
An in-house Kaizen taking place at a Vancouver organization this week focuses on gaining feedback from employees and finding solutions.


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