Another Time Ideas article by Anne Murphy Paul, How to Increase Your Powers of Observation, validates Nakao’s instinct.

She makes the distinction between casual observation that we all do, and scientific observation.

[…]scientists train their attention, learning to focus on relevant features and disregard those that are less salient. One of the best ways to do this is through the old-fashioned practice of taking field notes: writing descriptions and drawing pictures of what you see. “When you’re sketching something, you have to choose which marks to make on the page,” says Michael Canfield, a Harvard University entomologist[…]  (bold emphasis added)

The common factor here is that, like scientists, we don’t want to simply watch a process, we want to observe it. We want to predict what we think will happen, and then observe to confirm or refute our predictions.

While casual observers simply sit back and watch what unfolds, scientific observers come up with hypotheses that they can test. What happens if a salesperson invites a potential customer to try out a product for herself? How does the tone of the weekly meeting change when it’s held in a different room?

The next time you are in your work area, rather than simply watching, bring a bad and pencil, and sketch out what is happening.

How does the material actually flow through the process? Where does it pause, stop, get diverted?

How to people flow, move into, and out of, the process?

Where does the information come from?

Does the layout support, or get in the way of, smooth flow?

How about the tools, equipment, machines? Do they help the worker get the job done, or make it awkward?

And finally, what actually happens when there is a problem of some kind? How does the team member indicate this? What is the response?

By sketching, you force your eye to see the details that you might have missed. You force yourself to actually see, and might be surprised when that is different from what you assumed was happening.

Sharpen your eye – learn to observe like a scientist.

No question… sketch!

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

“No Question…Sketch!”

By the time a pedestrian encounters this sign, he is well into the middle of a long block.

The sign is at least implying that the pedestrian should cross the street in the middle of the block to get around the construction. The alternatives are:

• Ignore the sign, and walk on the street around the torn up sidewalk.
• Backtrack to a legal crosswalk, and cross the street where it is legal to do so.

This situation is actually fairly common in a lot of companies. There is a rule “Don’t cross the street in the middle of the block.” Then there is an expectation that is incompatible with following the rule.

• “Be careful, but hurry.”
• “Stop and fix problems, but don’t lose production.”
• Stop for quality, but make the numbers.”
• Get 90 minutes of work done in an hour.

The team member has the same alternatives as above – ignore the expectation, or ignore the rule.

This is a slightly higher level than Hirano’s observation that “the words ‘just for now’ are the origin of all waste.” Here we are putting the team member in an untenable situation because there is no action available that is clearly OK.

Take a look at the rules you have. Take a look at the actual behaviors. Remember that what people actually do is generally what they sincerely believe you expect of them.

If it is impossible to follow a rule, consider why the rule exists.

The words “Do the best you can.” are a warning that you are in this kind of situation.

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Make a Rule / Keep a Rule

1. Learn to do, and do.
2. Ensure are done.

in order to build this on a solid foundation.

But “resonance” seems to mean “in a hurry to get to the good stuff” and a temptation to skip some of the foundational work.

We need to start off in learning mode, working to build a foundation of stability and consistent execution.

Without consistent execution, all of the great plans are nothing but ideas. The first hoshin to work on is establishing a stable process of daily improvement. Once you have that, your improvement management process becomes an exercise in priorities and direction setting.

Without consistent execution, your improvement plan is application of brute force against the momentum of business as usual.

That isn’t “resistance to change” at work. It is “we barely have time to survive down here, so we’ll get to your improvements when we have time.”

You have to create that headroom first. Honestly, it is mostly about instilling confidence, both in themselves, and in you. They have to believe they can carry out the plan. They have to trust you to be consistent with your purpose and not cut their legs out by asking them to change course in the middle.

All of this takes practice. With the right kind of practice comes teambuilding. (That shouldn’t be a separate activity.)

Step by step. You can move quickly, but only if you embrace “ smooth is fast.”

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Don’t Outrun Your Headlights

• A one-day classroom overview of the concepts in Toyota Kata.
• The one-day classroom overview followed by two days of practice on a shop floor, for a total of three days.

I am taking the three day version.

Impressions of Day 1

There are about (quick count) 36 participants, a big bigger group than I expected considering the premise. I don’t know how many are not going to be attending the shop floor part, but most people are.

I suppose the ultimate irony is the slide that makes the point that classroom training doesn’t work very well for this.

Realistically, I can see it as necessary to level-up everyone on the concepts. The audience runs the gamut of people who have read, studied, written about, made training material from, and applied the concepts in the book; to people who seem to have gone to the class with quite a bit less initial information.

That being said, everyone had some kind of exposure to lean principles, though there was a lot of “look for waste” and “apply the tools” mindset present. Since one of the purposes of the class is to challenge that mindset, this is to be expected.

You can get a good feel for the flow and content of the material itself on Mike Rother’s web site. He has a lot of presentations up there (via Slide Share).

Like any course like this, the more you know when you arrive, the more nuance you can pull out of the discussion.

Since I have been trying to apply the concepts already, my personal struggles really helped me to get a couple of “ah-ha” moments from the instruction.I arrived with a clear idea of what I wanted to learn, and what I thought I already knew. Both pre-disposed me to get insight, affirmation, and surprise learning from the material.

I would not suggest this for anyone who was looking to be convinced. Classroom training in any case doesn’t do that very well, and this material isn’t going to win over a skeptic. You have to be disposed to want to learn to do it.

At the end of the day, the overall quality, etc. of the presentation was pretty typical of “corporate training” stuff – not especially riveting, but certainly interesting. But we don’t do this for the entertainment value, and the learner has a responsibility to pull out what they need in any case.

Insights from Day 2

Day 1 is intended, and sold, as a stand-alone. The next two days are available as follow-on, but not separately.

The intended purpose was to practice the “improvement kata” cycle in a live shop floor environment. Today was spent:

• Developing our “grasp of the current condition.” There is actually a quite well structured process for doing this fairly quickly, while still getting the information absolutely necessary to decide what the next appropriate target is.
• Developing a target condition. Based on what we learned, where can this process be in terms its key characteristics and how it performs, in a short-term time frame. (A week in this case)

Key Points that are becoming more tangible for me:

The “Threshold of Knowledge” concept.

I elaborated on Bill Costantino’s (spelled it right this time) presentation on this concept a while ago. In the seminar, I am “ groking” the concept of threshold of knowledge a bit better. Here is my current interpretation.

There are really three thresholds of knowledge in play, maybe more. First is the overall organization. I would define the organizations’ threshold of knowledge as the things they “just do” without giving it any thought at all.

For example – one company I know well has embedded 3P into their product design process to deeply that the two are indistinguishable from one another. It is just how they do it.

They still push the boundaries of what they accomplish with the process, but the process itself is familiar territory to them.

Likewise, this company has a signature way to lay out an assembly line, and that way is increasingly reflected in their product designs as 3P drives both.

It wasn’t always like that. It started with a handful of people who had experience with the process. They guided teams through applying it, in small steps, on successively more complex applications until they hijacked a design project and essentially redid it, and came out with something much better.

Another level of knowledge threshold is that held by the experienced practitioner.

Today I walked into a work cell in the host company for the first time, and within a few minutes of observation had a very clear picture in my own mind of what the next step was, and how to get there. My personal struggle today was not in understanding this, but in methodically applying the process being taught to get there. I knew what the answer would be, but I wasn’t here to learn that.

An extended threshold of knowledge in one person, or even in a handful of people, is not that useful to the company.

But that is exactly the model most kaizen leaders apply. They use their expert knowledge to see the target themselves, and then direct the team to apply the “lean tools” to get there.

They tell the team to “look for waste” but, in reality, they are pushing the mechanics. You can see this in their targets when they describe the mechanics as the target condition.

The team learns the mechanics of the tools, but the knowledge of why that target was set remains locked up in the head of the staff person who created it.

So his job is to set another target condition: Expanding the threshold of knowledge of the team.

He succeeds when the team develops a viable target themselves. It might be the same one he had, but it might not. If he framed the challenge correctly, and coached them correctly, they will arrive at something he believes is a good solution. If they don’t he needs to look in the mirror.

So the next level of knowledge threshold is that held by the team itself.

If enough teams develop the same depth, then they start to interconnect and work together, and we begin to advance the organization’s threshold. Now what was previously required a major “improvement event” to develop is just the starting baseline, and the ratchet goes up a bit.

None of the above was explicitly covered today, but it is what I learned. I am sure I’ll get an email from a certain .edu domain if I am off base here.

There is no Dogma in Tools

This is the third explicit approach I have been taught to do this.

The first was called a “Scan and Plan” that I learned back in the mid/late 1990’s. It was more of a consultant’s tool for selecting a high-potential area for that first “Look what this can do” improvement event.

Though I don’t use any of those forms and tools explicitly, I do carry some of the concepts along and apply them when appropriate.

Then I was exposed to Shingijutsu’s approach. This is heavily focused on the standard work forms and tools. Within the culture of Shingijutsu clients, it would be heresy not to use these forms.

The “Kata” approach targets pretty much the same information, but collects and organizes it differently. I can see, for myself, a of better focus on the structure of establishing a good target. I can also see a hybrid between this method and what I have used in the past. Each form or analytical tool has a place where it provides insight for the team.

One thing I do like about the “Kata” data collection is the emphasis on (and therefore acknowledgement of) variation in work cycles. (All of this is in the book by the way. Read it, then get in touch with me if you want some explanation.)

Now, I want to be clear – in spite of the title of this section, when I am coaching beginners, I will be dogmatic about the tools they use. In fact, I plan to be a lot more dogmatic than I have been.

I am seeing the benefit of providing structure so that is off the table. They don’t have to think about how to collect and organize the data, just getting it and understanding it.

What I can do, as someone with a bit more experience, is give them a specific tool that will give them the insight they need. That is where I say “no dogma.” That only applies when the principles are well within your threshold of knowledge.

The real ah-ha is that, unlike the Shingijutsu approach, we weren’t collecting cycle times at the detailed work breakdown level. Why not? Because, at this stage of improvement, at this stage of knowledge threshold for the team, the work cell, that level of detail is not yet necessary to see the next step.

I will become necessary, it just isn’t necessary now.

Target Conditions and PDCA Cycles

One place where my work team bogged down a bit this afternoon was mixing up the target condition that we are setting for a week from now, and what we are going to try first thing in the morning.

The target condition ultimately requires setting up a fairly rigid standard-work-in-process (SWIP) (sometimes called “standard in-process stock) level in the work cell.

There was some concern that trying that would break things. And it will. For sure. We have to stabilize the downstream operation first, get it working to one-by-one, and make sure it is capable of doing so.

The last thing we want to do while messing with them is to starve them of material.

So – key learning point – be explicitly clear, more than once, that the Target Condition is not what you are trying right away. It is the predicted, attainable, result of a series of PDCA steps – single factor experiments. You don’t have the answers of how to do it yet. So don’t worry about the SWIP level right now. That will become easier… when it is easier.

More tomorrow…

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

From The Toyota Kata Seminar

I think it is simpler than that.

An ideal workflow is smooth.

The product moves smoothly, without starts and stops, without sudden changes in momentum.

The people move smoothly. Each of their motions engages the product and advances the work in some way.

Machines do not interfere with the smooth movement of product or people.

Information flows the same way. There is nothing in how it is stored, retrieved, or presented that causes people to break their smooth rhythm.

When you watch the work, try to visualize what smooth would look like. Smooth has no wasted motions, no excessive activities.

Anything that doesn’t look smooth is likely the result of an accommodation, an awkward operation, poor information presentation, poor computer screen layout and workflow.

Just another way of looking at it.

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Smooth is Fast

The most common approach is some kind of database (either online or on paper) that documents the various “best practices” solutions to various problems.

They might, for example, show the before and after of the development of a work cell, how their visual controls are set up, or a particularly clever tool or gadget they developed.

Perhaps not so surprisingly, these bits of information turn out to be far less useful than people think they should be.

Why is that?

Let’s back up a bit and look at a larger scale.

Toyota, and other companies that are doing these things well, have all been pretty open about letting people come on and see what they are doing.

Other companies seeking to benchmark these companies then want to find one that faces similar types of problems, say “low-mix / high-volume production” or similar process flows.

Our community has developed a sense of what a “lean system” looks like. We express it in terms of the solutions to problems that have been developed.

Work cells.

Kanban.

Clever tools or gadgets.

But we also (hopefully) know that seeing examples of these things with the intent of copying them doesn’t really help that much.

Oh, they can be copied… but the track record for sustaining is pretty poor.

Nope, we know (again, hopefully) that it is not about the solutions, but about the process of solving the problem. In other words, it is the method used to develop the solutions that is important to grasp. Seeing the solutions after the fact actually gives very little insight into how to develop the skills required to do it yourself, or sustain it yourself.

OK, back to the original topic.

IF we know that copying another company’s solutions doesn’t work very well, and that we need to instead get a grasp of the thinking process that resulted in those solutions, then what should we be sharing internally, and how should we be sharing it?

The classic way to share is with a single page that says “Before Kaizen” on one side, and “After Kaizen” on the other. There might be a space for “problem” but when it is filled in, the words are usually pretty superficial. 85% of the space is devoted to a couple of pictures.

Even if it does state the problem clearly, it still doesn’t get into the process used to solve the problem.

Nor does it get into what was learned about the process of solving problems.

Now… before you leap in and say “Sure, that is what an A3 is for!” I will agree with you. Except that unless an A3 is written with that specific purpose in mind, most of the ones I have seen tend to do little better than the Before-and-After pages. Or they are so full of charts and graphs that they are really impossible to follow.

In other words, they are too complicated to convey the message, because the intended message wasn’t clear when they were developed..

It really comes down to intent.

If you are trying to share, be crystal clear on what you are sharing. What are you trying to communicate?

I believe it would be far more valuable to depict where your problem-solving process was faulty, what mistakes you made, where you went back and corrected yourself, and what you want to pass along about problem solving.

That would be a far more useful for the next person to come along.

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

What Are You Sharing? What Are You Learning?

The most visible characteristic of 3P, the Production Preparation Process, is the idea of creating quick and dirty mock-ups of the product and the process. These mockups are often constructed of wood, cardboard, PVC pipe – materials at hand.

The idea is to be able to quickly and cheaply try out, and experience, a process (or product) so that problems can be surfaced, opportunities for improvement can be seen, and the PDCA cycle can be turned far more rapidly than would otherwise be possible.

The purpose of the mockup is to create a gemba of sorts, where you would not otherwise have one. Now, rather than doing an abstract analysis, you have something that people can see, touch, and interact with. Doing so forces details to the surface that are simply invisible in abstract models in computers or on paper.

Some companies use the process to design their products as well as the processes that are used to manufacture them.

Last week one of my clients took their first steps into this process. The photo above has been pixelated so as not to reveal details about their product design.

They had done pretty extensive analysis using traditional industrial engineering methods, and had a CAD drawing of the proposed layout. That was the starting point.

The first step, then was to create that layout in real-size. That took the team about 90 minutes.

They assembled some tables, got some boxes and cardboard, and represented the machines, the work positions, the material and people flow.

Even as they were doing this, some of the team members saw things that they questioned, such as an ergonomically awkward operation. Others simply had questions. Why? Because in translating the drawing into the real world, even a superficial one, details already had to be resolved.

Once they had the starting condition mocked up, the team took prototype parts of the product and went through the motions of a team member trying to assemble it.

This felt a little awkward at first, but they began to see more opportunities, and resolve more detail.

We did a little coaching, pointing out motions that could be eliminated, others that could be consolidated. We talked about the smooth flow of people’s work, and looked for opportunities to better match the work flows to the takt time.

In the next couple of hours the team went through dozens of small PDCA cycles, each time adding a little more detail, adding a physical control, or a visual control. They found “knacks” that enabled quicker assembly with less adjustment.

They identified exactly how and where parts should be presented to the assembler.

They discovered small design and packaging changes that could make a big difference in the assembly time and quality. It did not hurt that the design engineer was trying to work out the details of one of the more awkward elements of the assembly.

They found key points that were critical to quality, examined the vulnerability to simple mistakes, and worked on how to make those more clear.

They identified characteristics that would help the machines better support the work flow. How do parts move in, move out? Where do the hands go to start the machine? How does the location of the controls support (or hinder) the work steps that come before and after?

As they looked at test operations, they started working out what they wanted to happen when there was a problem. They started to work out a line stop protocol and added andons to those machines, so they could signal an abnormal result.

Curious visitors, some senior managers, others just happening by and wondering what was going on, were enlisted as test subjects. Is the work cycle simple and clear? Is it easy to teach? Is the layout intuitive?

What can we do to make the visuals more clear, and to lay things out to guide the correct process sequence? Which “knacks” have to be taught? How quickly can a “new operator” be brought up to speed and make the takt time?

Over three days, the details came into sharper and sharper focus.

In the end, the team had constructed a full size model of their target condition. They are clear how the process needs to operate to give them the performance they want; and they are equally clear about the next problems that must be solved to get there.

They can specify their equipment with far more insight, and many of the details of how to guide the product and people through the process are now much better understood.

And, as a side benefit, this cross functional team has communicated far more than they would have otherwise with meetings and email. They have spent three days embedded in a joint project to envision what they want this to look like.

To be clear, a lot of work remains, and many more details remain to be worked out. But over three days this team now has a much more clearly aligned concept of what they are striving to achieve.

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Rapid PDCA with 3P

It said to please call the 800 number if I wanted to make a reservation.

I called the number.

The nice person on the phone asked if I wanted to make a new reservation or discuss a current one.

I said new reservation.

“Oh, our system is down for maintenance. Can you try again in a few hours?”

It was already midnight, so I really didn’t want to do that.

“That’s OK, I’ll just call Hertz.”
Which I did.

I encountered two problems here.
First was the message that implied that a human could make a reservation while the system was down. The accurate message would have been “Our system is down for maintenance. If you want to make a reservation, please try again in a few hours.”

And, since this is the de-facto process, I have to assume that the company is doing it this way on purpose.

Then again…
Do their executives rent cars through the online system? Do they experience what their customers do? Do they see the “we’re closed, please go away” sign that is part of their normal process every Saturday night?

Another company once put me on hold. The system kicked to a local radio station rather than silence. And so I was waiting for a customer service response while listening to Mick Jagger “I don’t get no… sat is fact ion…”

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

What Does Your Customer See?

But that conference was on Friday. I arrived in-country on Monday morning at 7:30am. By 10:30 am I was in sterile scrubs in an operating room observing a knee replacement operation. (I was told of this agenda while on the way there, at about 9:30.) I’ve got to say it was quite an interesting experience, and here is my public, if belated, thanks to Dr. Jacob Caron, who graciously brought me into his domain. Thanks, also, to his patient for allowing me into this bit of her life as well.

The experience was fascinating, and enlightening. Here is the core value-add of a long and complex process as the patient is moved through the various stages of treatment. And at that core, things are organized, quiet, efficient. Of course it is nothing like an O.R. on television. Drama is the last thing a real-life surgeon (or patient, for that matter) wants in the O.R.

The work flow of instruments caught my eye. We all know that the surgeon asks for the instrument he needs, and the O.R. nurse hands it to him, usually anticipating his request.

But there is a return flow as well. As the surgeon is done with an instrument, he puts it down as he asks for the next one. The O.R. nurse then quickly picks it up, wipes it (if necessary), and re-orients it so she can pick it up quickly when it is needed again.

None of this is really surprising with a little thought. I imagine the tight circle around the patient is organized pretty much the same way in every operating room in technologically advanced countries. In manufacturing, we use the “like a surgeon” analogy to describe how team members who directly add value should be supported.

Later that afternoon, I was touring the ward where the orthopedic surgery ward with the supervisor.

They are working on kaizen, they have an Problem – Improvement board and do a decent job keeping track of things that disrupt work.

“No time” seemed to come up a lot as a reason for the nurses. And, from what I know of the workload of hospital nurses, this is not a surprise either.

But where does their time go?

Let’s consider that nurses are the front line. Yes, the physicians get the attention, but aside from cases like surgery, it is the nurses who actually deliver the care to the patient. In other words, though the physicians design the care, it is the nurses who actually carry it out.

So here was my question / challenge to the audience at the conference:

No operating room in the developed world would ever tolerate a situation where the surgeon had to go look for what he needed to deliver care to the patient. The surgeon’s world is fully optimized so she can devote 100% of her attention to the patient.

Yet, in those very same hospitals, all over the world, we tolerate – every day – conditions where nurses, who are also primary care providers, spend too much of their time fighting entropy, looking for what they need, improvising, dealing with interruptions – all of the things we would never tolerate in the O.R.

Why the disparity?

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Some Healthcare Observations

A well designed kanban system is (or at least should be) built to not simply provide a pull signal, but more importantly, to continuously ask, and answer:

• “What is supposed to be happening?” (what is the target condition?)
• “What is actually happening” (what is the current condition?)

and give at least a hint of the problem that needs to be addressed right now when there is an issue. As a minimum, what condition must be addressed right now, and the first “Why? to be investigated.

A couple of months ago  I posed a hypothetical question about a team’s effort to put in a kanban process and asked for your thoughts and comments.

The scenario I described was, with one or two trivial changes, copied directly from pages 48 and 49 of the Lean Enterprise Institute’s latest workbook, Creating a Lean Fulfillment Stream.

Although the process as described would likely work (at least for a few items), I was really surprised to see an LEI book describe a process that explicitly and deliberately breaks the “rules of kanban” that they have published elsewhere, particularly in Lean Lexicon. The LEI did not make up the rules of kanban, they have been well established for decades. Thus, I have to admit that my first response was to question the credibility of the entire book (Lean Fulfillment Stream), even though there are many things in it that are worthwhile.

Many of you correctly called out issues with the mechanics. Now, in light of this new information, I would again like to invite comment.

If a good process should be set up to continuously ask, and reveal the answers to, those two questions, where does this kanban scheme come up short?

How would those issues cause problems with the processes that Ballé is describing in his column?

Fed from: The Lean Thinker. Copyright © 2012, Mark Rosenthal

Pull as Kaizen