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Gemba? I was There

When Uwe asked me whether I would like to go to Gemba in order to help understand the client’s process we have been studying, I looked it up on Google. To my surprise, Gemba is not a secluded, unknown part of Singapore. Gemba (现场) is a Japanese word that means “the real place”. Japanese detectives use Gemba to point to the crime scene. In our process excellence context, Gemba stands for the place where the “real value for customers is created”. I was wondering about the need for this. After all, we had received detailed information about both, flow and timing for all processes directly from project teams.

BPR Case Study: Preparation for ERP Purchase & Implementation

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 across Australia with many more small ‘re-sellers’ located in the Australian interior or ‘outback’ as it is locally known. Compounding a normal organisational and operational setup was the fact that this firm grew a substantial portion of its business through the acquisition route thus effectively incorporating myriad systems and practices. There were 5 Receivables systems, 4 Payables systems and a decentralized customer service database (more than 200 input platforms) which needed to be tied together to make the ERP implementation work.
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HR Optimisation and Re-Engineering

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 levels of HR service and internal customer responsiveness and at the same time reduce costs. What is needed is an HR team that is customer-focused and market-driven in its external relations with customer and process-focused and team-oriented in its internal operations.

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