How do you do Gemba in an office environment when your work is "hidden" in the computer?

This is actually when walking the process is the MOST important. Transactional processes are INVISIBLE and the only way to SEE them is to walk the process and map it. Even if you go to where the work occurs for…

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Tracy O'Rourke

Tracy is a Managing Partner at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.

Tracy O'Rourke

How do you deal with strong personalities in a meeting who have disagreement on processes?

How do I keep the interviewee from feeling defensive when I tend to ask lots of questions during Process Walks?

Since we now have data collection for time study (how long each step takes in the process), what is the best way to graphically display the current measurements (faster vs slower steps)?