Gemba Walk Example 1

Example 1

Insight

Action

Link

1. Automate common

Kire creates automation scripts when sees recurring common requests (e.g. Tag a VM). Scripts are then disposed to shared VM and can be used by other team ICs

Coach all ICs to watch out for recurring cases, automate those and share with the team. Improves both: 1. Quality - FTAR +6% improvement through addressing IC mistakes (25% FTAR Failure Types) 2. Productivity +85.5% (see 2x Productivity Tools)

Incoming ticket

Script automation

2. Focus

Tarik: - keeps focused

- 20-40 minutes blocks

Sushil: - frequent app switching (ex1, ex2)

- chaotic activity switching

Engage and coach ICs to stay focused on task execution. (e.g. set email reading timeslots, disable chat notifications, avoid task/window switching). Can improve FTAR by up to 5.99%

Let ICs know there’s a direct dependency between focus and quality

- keeps focused

- 20-40 minutes blocks

- frequent app switching (ex1, ex2)

- activity switching

3. Two screens

Dan uses two active windows.

One - for task requirements

Second - for task execution

Sushil is the only IC in the team using a single screen and switching between task definition and execution windows

Engage Sushil to use 2-screens approach

This will result in less context switch. Higher focus can improve FTAR by up to 5.99%