This week, I spoke with
Robert Petruska, who recently published a book titled Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters, about the importance of "gemba walks" and their role in improving service organizations.
The Japanese term gemba roughly translates to "the place where value is created," and gemba walks in the service industry involve management visiting the point in the service process in which customers interact directly with the organization.
I asked Robert,"Why are gemba walks important for the service industry?" And, here is his complete response: