The Continuous improvement idea of 'Go and See' is a simple but powerful concept that can be used to improve any process.
Sometimes you may hear it referred to as “going to the Gemba”, where Gemba is the “place of work”. By physically going to the place where the work is done and observing the process first hand, you can identify problems and opportunities that you would never see from behind a desk, in an office.
In this blog post I hope to help you understand why you must walk the process to fully understand what is happening and give you the knowledge to be able to 'Go and See' a process in your own area with a view to making improvements.
I once did a 'Go and See' of a Human Resources process, which still received snail mail via a large metal secure post box that had several flaps you had to lift up to post mail. Many of the categories listed on the secure post box were no longer in use, so the writing on the labels had been crossed out and the flaps taped down. When I observed a person coming to pick up the mail, I was stunned to witness the person pick up the box (which appeared very heavy) turn it through 180 dgrees, shake it up and down, and encourage any post that was in the box to find its way out onto the floor. If you have ever seen anyone lose their plectrum inside a classical guitar, and then try to retrieve it, it was a similar scene, only bigger and far more dramatic.
I was stunned, and it took me all my fortitude to remain composed. Yes, you guessed it, apart from the archaic set up that the person was having to deal with, the post box keys had been lost for several months, and this was the new ‘method’ for mail retrieval. I am certain that no one else new what this person had to do to collect the correspondence and I wouldn’t haveeither unless I had observed the process first hand. My main point. You will be amazed at what people have to do, to make a process “work”. This is why observing what happens first hand is so important.
Every time you 'Go and see' you will come across some form of waste that represents a fantastic opportunity for continuous improvement. And I mean every time you do this!
People end up living with inefficiency and work arounds and it is not their fault. They are just doing the best they can to get the job done. They probably never thought that one day they would be picking a large metal post box and shaking it up and down. The problem is, once people create their own 'hidden factories' to get the job done, this becomes the new method and the new 'normal'.
What do we mean by 'Go and See'?
'Go and See' can be defined as the act of going to see the actual process, understand the work, ask questions, and learning from those who do the work. We are trying to understand the work activity and its problems, rather than review results or make superficial comments from the office or conference room.
Why is 'Go and See' so important?
There are several reasons why 'Go and See' is such an important Continuous Improvement idea:
- It helps you to identify problems that you would not see from behind a desk. You can see the process first hand and identify problems that are not immediately obvious. For example, you may notice a bottleneck in the process, where a particular person is under a lot of pressure because the work allocation has not balanced effectively
- It helps you to understand how the process really works. When you 'Go and See' you can observe how the process is working and identify areas where improvements can be made. For example, you may notice that there are unnecessary steps in the process, or that there is a lot of waste.
- It helps you to build relationships with the staff. When you 'Go and See', you are showing staff that you are interested in their work and that you value their input. This can help to build trust and morale.
Preparing for a 'Go and See'
A well-prepared 'Go and See' is essential for gaining the most value from the experience. Here are some key steps to follow:
- book time in the diary - make sure to schedule your “Go and See” well in advance so that you can give the people you will be observing plenty of notice
- alert the person or people you will be observing - let them know the date and time of your 'Go and See' and give them a brief overview of what you will be looking for, this will help them to prepare and ensure that you can make the most of your and their time
- find out if there is a standard - if there is a standard operating procedure (SOP) for the process you will be observing, read it carefully ahead of time, and take it with you This will help you to stay focused and ask relevant questions during the activity. It will help you to understand the process and identify any areas where there may be room for improvement.
- use a template - using a pre-prepared template can help you to structure your 'Go and See' and ensure that you cover all the important areas
- have a pen and paper to take notes - you will want to be able to record your observations and questions during your “Go and See”. It can also be helpful to take your phone and take pictures if appropriate
- listen, apply the 80:20 rule - the 80:20 rule states that 80% of problems are caused by 20% of the factors. When you are observing the process, pay attention to the areas where the most problems are occurring. This will help you to identify the most important opportunities for improvement. Try to listen and observe more than you talk!
How to implement 'Go and See' in your organisation
Here are a few tips on how to implement go and see in your organisation:
- make it a regular practice - 'Go and See' should not be a one-time event, it should be a regular practice that you incorporate into your work routine. This could involve visiting a particular process on a regular basis. It's important to organise the 'Go and See' ahead of time to ensure that staff are available and in a position to fully participate in the activity
- be open-minded - when you 'Go and See', be open to new ideas and suggestions. Remember that the goal is to improve the process, and you will learn something new by observing what actually happens
- ask 'Open Questions' - do not be afraid to ask questions of staff in the area, this will help you to better understand the process and identify areas where improvements can be made.
- review, record and clarify - listen carefully to any answers you get and summarise and document what you have learned by recording it. If you are not sure about something, check in with the team to get clarity
- do not give feedback immediately - there are several reasons why it is important not to give feedback immediately during a 'Go and See' session. Probably the main reason is that it can be disruptive to the team’s work that you are observing. It can also make the team a bit defensive, and in the moment, they may not take on the feedback anyway. You also will probably not have had time to think things through properly and see the big picture at this stage
- be respectful of people’s time and thank them for their participation. Always make sure that you are there on time! It's important to remember that you are a guest in the team’s work environment. They still have their normal work to achieve during your visit, so ensure that you stay focused on the task at hand and do not allow yourself to get side-tracked by other topics. Always be mindful of the team’s workload and remember to thank them for taking the time to participate and explain the process to you.
What are some questions you may want to ask staff in the area during a 'Go and See'?
It is helpful to think about What, Why, When, Where, Who and How when you formulate your questions ahead of time.
Here are just a few ideas:
- how are things today?
- what challenges do you face?
- where does that report come from?
- when do you receive this?
- what are you working on?
- who do you speak to when something goes wrong?
- what can you fix?
- why is this done at this time?
- who receives your finished output?
- how do you identify a challenge?
What are some other things you may also want to think about as you observe the process?
Try and take note if you observe any of the following 8 wastes:
- Transport Waste: Unnecessary movement of products, information, and materials
- Inventory Waste: Any supply in excess of what is needed
- Motion Waste: Movements by people and items
- Waiting Waste: Time wasted waiting for the next step in the process
- Over- Processing Waste: Carrying out work activity that is not required by the customer
- Over- Producing Waste: Producing more items than needed or before they are needed
- Defects Waste: Creating errors that require rework
- Skills Waste: Underutilising people’s talent, skills and knowledge
You may also want to think about ESCAR ideas to identify potential improvement opportunities during the 'Go and See':
- Eliminate: Eliminate steps that are no longer required
- Simplify: Simplify the process as much as possible
- Combine: Combine two steps together if you can
- Automate: Automate the process as much as possible
- Relocate: Move or co-locate the units or multi- skill staff to do both tasks
How to follow up the 'Go and See'
A post 'Go and See' review and feedback are an essential part of the continuous improvement process. By regularly reviewing and discussing the findings and recommendations from 'Go and See' activities, you can identify the most important opportunities for improvement and develop plans to address them.
When reviewing “go and See” findings and recommendations, it is important to consider the following questions:
- what went well?
- what can we improve?
- are there root cause findings or common issues that we need to share?
- are there opportunities for knowledge share between areas?
- what coaching opportunities are there?
Based on the answers to these questions, you can develop an action plan to address the findings and recommendations from the “Go and See”. The action plan should identify specific actions, timelines, and responsibilities. It should also be monitored and adjusted as needed to ensure that it is being implemented effectively.
Conclusion
The Continuous Improvement idea of 'Go and See' is a simple but powerful concept that can be used to improve any area. By going to the workplace and observing the process first hand, you can identify problems and opportunities that you would never see from behind a desk.
If you are not already doing so, I encourage you to start implementing 'Go and See' in your own organisation. You may be surprised at the results.
