In any business, having clear and consistent processes is crucial to ensuring smooth operations, maintaining quality, and boosting productivity. Process standardisation—where everyone follows the same steps to achieve the same outcome—helps reduce mistakes, save time, and create predictable results.
Using traditional internal audit methods to identify deviations from standard operating procedures (SOPs) can sometimes be perceived as confrontational or overly critical, creating resistance and anxiety among employees.
The Gemba Walk offers a solution. A powerful, structured, non-confrontational approach that allows leaders to observe processes firsthand and gather valuable insights directly from the workplace. Rooted in lean management principles, the Gemba walk is not merely a means of oversight but an opportunity to engage with employees, understand the reality of operations, and foster continuous improvement. This article explores the benefits of using Gemba walks as a non-confrontational internal audit method and outlines a step-by-step guide to enable you to use them to effectively drive process standardisation in your business.
What is a Gemba Walk?
The term “Gemba” is derived from the Japanese word meaning “the real place” or “the actual place where work happens.” A Gemba walk is a practice where managers, supervisors, or leaders go to the worksite (the Gemba) to observe workflows, engage with employees, and identify opportunities for improvement. The Gemba walks focus on direct observation in the workplace.
Gemba walks are a non-intrusive, non-judgmental practice. The goal is to understand how processes function in reality, whether they align with established standards, and how they can be improved without causing unnecessary tension or blame. This makes them an ideal method for conducting internal audits focused on process standardisation.
The Benefits of Gemba Walks for Process Standardisation
1. Real-Time Observation of Processes
One of the main advantages of Gemba walks is that they allow you to see processes unfold in real-time. By witnessing how tasks are carried out, it becomes easier to assess whether the current procedures match the documented SOPs. This hands-on observation is invaluable for identifying gaps or deviations that may not be apparent from paperwork or reports.
This real-time observation helps uncover gaps between what’s expected and what actually happens. For example, it might be noticed that workers have developed their own shortcuts or workarounds to deal with obstacles in the process—something that would be difficult to detect through a desktop audit.
2. Engage Employees in Improvement in a Positive Way
A traditional internal audit often focuses on identifying negative deviations, which can inadvertently lead to finger-pointing and a blame culture. This can create anxiety, defensiveness, or even resentment. In contrast Gemba walks are designed to be collaborative and employee-focused, offering a friendlier, more positive approach. It’s about collaboration, not criticism.
By framing the walk as a chance to improve together, employees feel more comfortable and open to sharing their insights. This two-way communication is essential for identifying areas that need improvement and finding practical solutions.
3. Match Practice with Procedures
Every business needs some form of standard operating procedure (SOP)—a set of guidelines or instructions on how tasks should be done. However, it’s common for employees to drift away from these procedures over time, whether due to time pressure, missing tools, or unclear instructions.
A Gemba walk helps uncover these variations. Whilst observing how tasks are done, you can quickly spot any steps that aren’t being followed as outlined in the SOPs. This isn’t about blaming the employee but understanding why the process is different. Perhaps the procedure needs updating, or maybe there’s a simpler, more efficient way to get the same result. In either case, aligning practice with procedures ensures more consistency across the business, reducing mistakes and increasing efficiency.
4. Provide Non-Confrontational Feedback
Giving feedback can be tricky, especially when it involves pointing out mistakes or areas where employees haven’t followed the correct procedures. But it is a critical component of any internal audit. Gemba walks promote a more constructive and non-confrontational form of feedback.
Since the technique is based on observation and conversation rather than enforcement, it creates an atmosphere of trust. Employees are more likely to accept feedback and suggestions for improvement when they are part of the discovery process. The walk provides a space for open dialogue where workers can share their challenges and frustrations without fear of judgment, making it easier to implement changes and standardise processes.
How to Conduct a Gemba Walk for Process Standardisation
To maximise the benefits of Gemba walks as an audit tool for process standardisation, it’s essential to follow a structured approach. Below is a step-by-step guide to conducting an effective Gemba walk.
Step 1: Set Clear Objectives
Before embarking on a Gemba walk, you should define the specific objectives. For process standardisation, the focus might be on understanding how well current SOPs are being followed and where deviations occur. Or observing how well a new procedure (or recent procedure change) is being understood and followed post-implementation. Setting a clear goal helps keep the walk focused and ensures that valuable insights are gathered during the visit.
Step 2: Communicate the Purpose
It is crucial to communicate the purpose of the Gemba walk to employees beforehand. Explain that the walk is not a performance evaluation or an opportunity to catch people making mistakes, but rather a way to understand the work environment, engage in dialogue, and find ways to improve processes. This will help alleviate any anxiety and ensure that employees feel comfortable sharing their thoughts.
Step 3: Observe, Don’t Interfere
During the Gemba walk, the primary focus should be on observation. You should watch how tasks are carried out, note any deviations from the SOPs, and pay attention to informal practices or workarounds. It’s important to resist the urge to intervene or make immediate judgments. The goal is to gather information, not to correct behaviour on the spot.
Step 4: Ask Open-Ended Questions
Engage employees by asking questions that encourage them to explain their actions or share their thoughts. For example:
- “Can you walk me through how you complete this task?”
- “What’s the most challenging part of this process?”
- “How do you think this step could be improved?”
These questions provide insights into why certain practices may deviate from the standard, offer a deeper understanding of the obstacles employees face, and help identify areas where improvements can be made.
Step 5: Document Observations
Document the key observations made during the walk. This includes noting any variations from the standard processes, as well as any improvement suggestions provided by employees. Accurate documentation ensures that these insights can be reviewed and analysed later, forming the basis for making adjustments to SOPs.
Step 6: Review and Reflect
After completing the Gemba walk, take time to review the findings. Reflect on how well the current processes align with the documented SOPs and whether any changes are needed to bridge gaps. It’s important to involve both management and employees in this review process to ensure alignment on the findings and proposed changes.
Step 7: Implement Changes and Follow Up
Once the necessary changes to processes or SOPs have been identified, work on implementing them with employee involvement. Following up after a Gemba walk is crucial to ensure that the improvements are being adopted and that they lead to measurable benefits. Follow-up walks can help reinforce the improvements and ensure long-term process standardisation.
Conclusion
Gemba walks offer a powerful, non-confrontational internal audit methodology for driving process standardisation. By fostering real-time observation, employee engagement, and open dialogue, they enable businesses to uncover hidden inefficiencies, align theory with practice, and continuously improve their processes. When conducted properly, they can significantly enhance a company’s operational consistency, productivity, and overall culture of continuous improvement.
If your business could benefit from a structured approach to ensuring your procedures are effective, efficient, and followed in practice, contact Alastair today to discuss further.