# Gemba Walk Example 1

### [Example 1](https://docs.google.com/spreadsheets/d/1QNHGhq10_DNRDMPyuIFinQ4VFRDSZllYYULLccViw5A/edit#gid=1493008076)

| Insight                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                | Action                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      | Link                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <p><strong>1. Automate common</strong></p><p>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</p>                                                                                                                                                                                                                                                                                                                                                                                                                                                                         | <p>Coach all ICs to watch out for recurring cases, automate those and share with the team. Improves both:<br>1. Quality - FTAR <a href="https://drive.google.com/file/d/125BgcLGKSfCehSUF4Nk5AhmTmT0tM1OX/view?usp=sharing">+6%</a> improvement through<br>addressing <a href="https://drive.google.com/file/d/1bxXN45jWoxOSLPm2XOR36neBuS04Ji6j/view?usp=sharing">IC mistakes (25% FTAR Failure Types)</a><br>2. Productivity <a href="https://docs.google.com/spreadsheets/d/1QNHGhq10_DNRDMPyuIFinQ4VFRDSZllYYULLccViw5A/edit#gid=2145826551">+85.5% (see 2x Productivity Tools)</a></p> | <p><a href="https://drive.google.com/file/d/1zs9VXGZCG-kWXEs1G8lrj92Xhqjuzivk/view?usp=sharing">Incoming ticket</a></p><p><a href="https://drive.google.com/file/d/10hL9z4VTje_1GTia4TQnLBFyOpEgthw_/view?usp=sharing">Script automation</a></p>                                                                                                                                                                                                                                                                                                                                                                                 |
| <p><strong>2. Focus</strong></p><p>Tarik: - <a href="https://drive.google.com/file/d/1QpxFh4XZCgVcLWJKGFhzDyWk0qWuPvv-/view?usp=sharing">keeps focused</a></p><p> - <a href="https://drive.google.com/file/d/13n2jUVRbLeYYkccrDwqTbed9NMaQ_pDv/view?usp=sharing">20-40 minutes blocks</a></p><p>Sushil: - frequent app switching (<a href="https://drive.google.com/file/d/1OX_5rJ9EMk04GWoDjun2BQzv8_NXIFY1/view?usp=sharing">ex1</a>, <a href="https://drive.google.com/file/d/1BThavgarcGgGBaBZgVaQ3fSV8_eEjR_I/view?usp=sharing">ex2</a>)</p><p> - chaotic <a href="https://drive.google.com/file/d/10E_78_5d_-zIQmeOnc5PErLr-l329oms/view?usp=sharing">activity switching</a></p> | <p>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 <a href="https://drive.google.com/file/d/1FAV7pB4uSih4aLKDlhaGr_e52o_rFy7k/view?usp=sharing">FTAR by up to 5.99%</a></p><p>Let ICs know there’s a direct dependency between <a href="https://drive.google.com/file/d/1ld_YcMytXlUKLUDvbbFlyx-V7roDN7gh/view?usp=sharing">focus and quality</a></p>                                                                                                                      | <p>- <a href="https://drive.google.com/file/d/1QpxFh4XZCgVcLWJKGFhzDyWk0qWuPvv-/view?usp=sharing">keeps focused</a></p><p>- <a href="https://drive.google.com/file/d/13n2jUVRbLeYYkccrDwqTbed9NMaQ_pDv/view?usp=sharing">20-40 minutes blocks</a></p><p>- frequent app<br>switching (<a href="https://drive.google.com/file/d/1OX_5rJ9EMk04GWoDjun2BQzv8_NXIFY1/view?usp=sharing">ex1</a>, <a href="https://drive.google.com/file/d/1BThavgarcGgGBaBZgVaQ3fSV8_eEjR_I/view?usp=sharing">ex2</a>)</p><p>- <a href="https://drive.google.com/file/d/10E_78_5d_-zIQmeOnc5PErLr-l329oms/view?usp=sharing">activity switching</a></p> |
| <p><strong>3. Two screens</strong></p><p>Dan uses two active windows.</p><p> One - for task requirements</p><p> Second - for task execution</p><p>Sushil is the only IC in the team using a single screen and switching between task definition and execution windows</p>                                                                                                                                                                                                                                                                                                                                                                                                              | <p>Engage Sushil to use 2-screens approach</p><p><br>This will result in less context switch.<br><a href="https://drive.google.com/file/d/1ld_YcMytXlUKLUDvbbFlyx-V7roDN7gh/view?usp=sharing">Higher focus</a> can improve <a href="https://drive.google.com/file/d/1FAV7pB4uSih4aLKDlhaGr_e52o_rFy7k/view?usp=sharing">FTAR by up to 5.99%</a></p>                                                                                                                                                                                                                                         | <p>Top performers</p><p><a href="https://drive.google.com/file/d/1MOgU3MKQFWlM-VdV08XVtzU2Jz7TiqtS/view?usp=sharing">ex1</a>, <a href="https://drive.google.com/file/d/1px7Len3WasmkFjdm4CBSPt0IFrNatmJH/view?usp=sharing">ex2</a>, <a href="https://drive.google.com/file/d/1MOgU3MKQFWlM-VdV08XVtzU2Jz7TiqtS/view?usp=sharing">ex3</a></p><p>Bottom performer</p><p><a href="https://drive.google.com/file/d/1ajvv_1cMqzTzh0sP-6t9K1nz-xwmWDdD/view?usp=sharing">ex</a></p>                                                                                                                                                    |

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