7.27.2012

Applying Gemba Walks to the Service Industry

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:

Customer expectations are always changing, and the challenge for service providers seems to be how to get ahead of the competition.  I think every company would like to delight customers, but could use some fresh ideas.   

A fabulous technique used to improve manufacturing is the gemba walk, and it is fairly new to the service industry.  The overarching goal of a gemba walk is to help companies identify new customer delighters by engaging the front lines in a creative way, thereby providing a competitive advantage. 

You may have heard about a reality TV show called “The Undercover Boss,” in which a CEO clandestinely works as a front-line employee.  It’s usually eye-opening for the CEO to experience the actual working conditions firsthand.  The important thing about this are the changes made as a result of the CEO getting out of the office.  In contrast, during a gemba walk, leadership works with a team to study an entirely different industry. 

To prepare for gemba walks, team members learn to observe an entire service experience with an eye for those subtle nuances unique to that industry.  During debriefing, the team is asked what happened during those “moments of truth” that could potentially delight customers. People are then asked to look outside of the box, innovate, and to come up with better ways of providing exceptional experiences for their own customers.  This opens the door for engaging the heads, hearts, and hands of people who represent the “face” of your company. Most importantly, leadership asks what was learned from all of this and what could potentially be incorporated into their own service portfolio. 

Most people want to do a good job, and gemba walks is a great tool that can be used to improve the service experience for your customers.

Do any readers in the service industry have experiences with gemba walks? Were they successful? Did they lead to innovation and eliminate waste?

41 comments:

essay2review said...

Your article looks great! I love it.Thanks for you sharing.

research papers said...

I like how you write your articles! Thank you.

Unknown said...

This is something special! never seen this before! thank you!!!
dissertation-topics-examples.info

Anonymous said...

The outcome of this research proposal will be a defined kit for the detection of breast cancer that could be validated using standard ELISA or test that could be routinely performed essay writing companies in any pathology lab.

Anonymous said...

I like how you write dissertation writer your articles! Thank you.

Anonymous said...

In Gulu, efforts are under way to improve girls' retention in primary schools by, for instance, supporting children to make sanitary towels and sensitizing the community on the need to educate girls, uk essays Gulu Core Primary Teachers Demonstration School head teacher, told IRIN.

Buy cheap youtube views said...

This revolution, the information revoultion, is a revolution of free energy as well, but of another kind: free intellectual energy. It's very crude today, yet our Macintosh computer takes less power than a 100-watt bulb to run it and it can save you hours a day. What will it be able to do ten or 20 years from now, or 50 years from now?

Register a Company said...

Our system of education is also responsible for the problem of unemployment in our country. Vocational subjects are not compulsorily taught in

http://termpapermonster.com said...

Very good article! I will be also gonna create a blog article about it… thanks a lot

Berita Terkini said...

Howdy! This is my first visit to your blog! We are a collection of volunteers and starting a new initiative in a community in the same niche. Your blog provided us useful information to work on. You have done a wonderful job! kamar mandi mungil | gambar taman rumah | contoh gambar pemandangan | cara cepat hamil

http://samedayessay.org/ said...

Moreover, some students do well in exams but don't possess the skill set required to write a convincing essay. For all these students who think writing an excellent essay is not something they can do, online essay writing services present the best option.

article writing services said...

In actuality your inventive composing skills has inspired me to start off my individual BlogEngine website now. Genuinely the blogging is spreading its wings quickly.

Ace Maxs said...

I like how you write dissertation writer your articles! Thank you.
Apotek Obat Obat Batuk Kering Obat Penurun Asam Lambung Obat Asma Ibu Hamil Cara Menjadi Agen Jelly Gamat Gold-G Jelly Gamat Gold-G Obat Batuk Darah Obat Infeksi Lambung Anak Obat Tumor Rahang Gatal-Gatal Obat Sakit Kepala Anak

Robyin Gram said...

This specific distribute is quite unique as well as helpful. Which lowered the issue a great deal within my analysis. We go with your projects. Proceed distributing this kind of useful posts. Many thanks.

Anonymous said...

Very interesting to read this article.I would like to thank you for the efforts you had made for writing this awesome article. http://fitnesslistonline.com

Heathfield Tiles said...

I have been in look for of some information about it almost three time. You served me a lot indeed and analyzing this your publish I have found many new and useful information about this topic.

Parajumpers Jacka said...

There is no definition of beauty, but when you can see someone's spirit coming through, something unexplainable, that's beautiful to me.

Gujjar said...

For the past 33 years, I have looked in the mirror every morning and asked myself: 'If today were the last day of my life, would I want to do what I am about to do today?' And whenever the answer has been 'No' for too many days in a row, I know I need to change something.
belleville 630 st

Unknown said...

It provides a fresh perspective on how to apply Gemba Walks. dissertation writing services Presented in an easy-to-follow format that anyone in the service industry. nursing dissertation writers

discount gift cards said...

This is the initial instance I stopover this blog. Really this is grand employment with the blog. It is incredibly happiness to acquire it as I got gigantic helps right here. I exceedingly be pleased about the bloggers workings and will kill time for more post from the admin.discount gift cards

Obat asam lambung said...

nice info,, i like visit this blog

obat tradisional kolesterol said...

great article,, thanks for share ^^

Obat Maag said...

The info is very useful, may be a blessing and benefit us all

Obat Pengering Luka Bernanah

Obat Tradisional Gatal Di Selangkangan

Obat Penyakit Batu Empedu

Cara Menghilangkan Keloid Bekas Operasi

Cara Mengobati Amandel Pada Anak

Obat Nyeri Dada Tradisional

Obat Sembelit Pada Anak & Balita

Cara Mengobati Polip Hidung Tanpa Operasi

Obat Alami Penghancur Batu Empedu

Obat Osteoartritis Lutut

Obat Khusus Ibu Hamil 

Obat Penambah Berat Badan Pada Anak,Bayi & Balita 

Obat Campak Pada Anak

Obat Amandel

Jelly Gamat Gold-G

Produk Herbal Terlaris Di Indonesia 

Obat Diabetes Kering

Obat Penyempitan Tulang Belakang

Obat Herbal Wasir Untuk Ibu Hamil
Obat Rahim Kering Tradisional
obat diabetes melitus pada anak paling ampuh
Obat Maag

Hotel bedding said...

There are some clients who we owe for the smooth running of our business. These are the regular clients who buy from you on regular basis and most of these are the ones who showed confidence in you at the start up. It is time to repay them. Tell them how much they are loved.Hotel beddingg

Unknown said...

Useful information. The post is clearly highlighting the values of law. This post gives truly quality information. .I really appreciate your post. And really, I do like your concept .thanks……..sell gift cards

Abir said...

We are an online writing entity, a leading expert in so far as top essay writing services are concerned. You have to be alive to the fact that we give the best in terms of prices as well as quality. Visit this page for help USessay

Eliaz Beth said...

Most people want to do a good job, and gemba walks is a great tool that can be used to improve the service experience for your customers. open source software

bvi yacht charters said...

thanks for sharing poem bro, i so happy can see your poem. because your poem suitable to read :) bvi yacht charters

new york bike insurance said...

Help your second grader polish their spelling words and assemble trust at an early stage. Here are five down to business tips to help new york bike insurance

asics padel said...

Compra asics baratos tienda en línea, bienvenidos a comprar.
http://www.barataszapatillases.com/

dentist in plano said...

Thank you for sharing this wonderful post, I want to read more information and essay about your photos. dentist in plano

cara aman menurunkan darah said...

disini info-inf0 nya sangat menarik

shampoo para queda de cabelo said...

This is really awesome and i love that.. This is very unique thing you put on that post.. Thanks for sharing... shampoo para queda de cabelo

Get Professional Assistance Here said...

Very good article! We will bе linking to this partіculаrly gгeаt
poѕt on оur website. Kееp uρ thе gooԁ ωriting.

Anonymous said...

Us Owner of a house Insurance policies – Learn How To Save Close to 20 % Having a Security Established-Up
consumerunited.biz |

www.unisprachkurse.org |

www.newzealandschool.org |

www.gottocollegevt.org |

asdastory.co.uk |

reseau-mpp-idf.org |

jobsearchdigest |

budkasuflera.biz |

thewebconfessor.co.uk |

misofunky |

Anonymous said...

There will be no voice acted version due to the fact that the original voice actors would be way too expensive and a fan version would destroy the immersion.
techviewmedia |

http://www.bluestraveleraztec.com |

http://www.numinustech.com |

www.fab4tours.com |

www.thetechnologydiet.com |

Anonymous said...

some great stuff here
clash of clans astuce

Accredited High School Diploma Online said...

Everybody can see your work hard it’s too impressive. During surfing net fortunately I found your site and I found very interesting stuff here. I am so happy to see your site and I enjoy a lot. Keep continue your good work hope you will act upon my advice.

Visit: Accredited High School Diploma Online

Wikram said...

The mobile phone has so much to compare about the different product and the no one can provide you best reviews here
www.whatmobile.alrazaak.com

Obat Tipes Alami said...

day, yet our Macintosh computer takes less power than a 100-watt bulb to run it and it can save you hours a day. What will it be able to do ten or 20 years from now, or 50 years from now?

Unknown said...

Thank you for sharing this wonderful post.Medical Billing Consultancy