Leaders need to spend more time at the real touch points impacting customers and employees. Only then will they truly understand the real situation so that they can take effective actions to improve performance. And, being seen in Gemba only in crisis situations undermines its value and leaves a negative stain on it.

An Australian construction equipment rental & leasing firm had decided to implement an Enterprise Resource Planning system in 12 months. During this 12 month period there was an expectation that all front-end services including Sales, Customer Service, Receivables, Payables, would be re-designed to achieve streamlining and simplification prior to ERP implementation. Operations spanned 18 cities […]

Today, organisations must change their priorities from a traditional focus on planning and control to emphasising speed, innovation, flexibility, quality, service and cost. The HR team has to demonstrate their commitment to meet these key business drivers. A major problem confronting HR managers today is to increase line management and employee productivity, provide higher more value-adding […]