The Core Idea
All data needed for decisions exists in real time at the point of work. Leaders must go there. Offices delay the truth.
Case: Insurance Company
- President coached to lead without office
- 2 Gemba routes defined (12 stops each)
- Each stop got daily visual KPIs
- Leadership walks 1x/week per route
Step 1: Build Visual KPI Boards (Per Stop)
| KPI |
Target |
Visual |
Update |
| Claims Processed |
120/day |
Bar + run chart |
Daily |
| Error Rate |
<2% |
Red/Yellow/Green |
Daily |
| Cycle Time |
<4 hrs |
Histogram |
Daily |
| Team Mood |
😊😐😕 |
Magnet |
Daily |
| Open Actions |
<3 |
Sticky notes |
Live |
Rules:
- Hand-drawn
- Team updates
- 5 KPIs max
Step 2: Define Leader Standard Work (LSW)
| Time |
Action |
| Weekly |
Walk 1 route (45 min) |
| At Each Stop |
|
| 1 min |
Check KPIs vs. target |
| 2 min |
Ask: “What’s blocking you?” |
| 2 min |
Support problem-solving |
| 1 min |
Recognize effort |
No laptops. No reports. Just talk and see.
Step 3: Gemba Walk Flow (6 Minutes/Stop)
- Observe – Stand silent, read the board
- Ask – “What do the numbers tell us?”
- Listen – Frontline explains
- Coach – “What’s one idea to improve?”
- Decide – Action, owner, date
- Thank – Name the person
Outcomes (After 6 Months)
| Metric |
Before |
After |
| Decision lag |
5 days |
<24 hrs |
| Leadership alignment |
41% |
85% |
| Problems escalated |
28/week |
4/week |
| Ideas implemented |
3/month |
19/month |
| Employee trust score |
62% |
89% |
How to Build Your System
1. Map Your Gemba (1 Week)
- List value-creating areas
- Pick 2 routes, 10–14 stops total
- Assign 1 leader per route/week
2. Design KPI Boards (1 Week)
- Co-create with teams
- Use V.I.T.A.L. filter
- Install physical boards
3. Train Leaders (2 Hours)
- Role-play Gemba walk
- Teach ask, don’t tell
- Practice sticky-note actions
4. Launch & Audit (Weekly)
| Week |
Focus |
| 1 |
Observe only |
| 2 |
Start asking |
| 3 |
Add actions |
| 4 |
Review stickies |
Audit Tool:
[ ] All KPIs updated daily?
[ ] <3 open actions/stop?
[ ] Leader asked > listened?
[ ] Recognition given?
Common Failures & Fixes
| Failure |
Fix |
| Leaders bring laptops |
Ban devices |
| Teams hide problems |
Praise red flags |
| KPIs not updated |
Make it the team’s first task |
| Actions stall |
The leader owns the follow-up |
Scaling Beyond One Site
| Level |
Structure |
| Site |
2 routes, weekly |
| Region |
Monthly cross-site Gemba |
| Exec |
Quarterly “President’s Route” |
30-Day Launch Plan
| Week |
Action |
| 1 |
Map routes, pick stops |
| 2 |
Build 3 pilot KPI boards |
| 3 |
Train leaders, run 1st walk |
| 4 |
Audit, adjust, expand |
Final Framework: SEE → THINK → DECIDE
| Phase |
Action |
| SEE |
Visual KPIs at Gemba |
| THINK |
Team + leader interpret |
| DECIDE |
Action, owner, date |
No office. No delay. No filter.
Your Turn: What’s one Gemba stop you’ll add this week? Comment: Stop + KPI + Owner