Lean approach communications

Standards are the baseline from which all continuous improvement activities can be measured. An example I often use is that of an order picker in a Toyota distribution center. I am not sure if the facts I use are correct, but that is inconsequential because what is important is the concept. Standard work for order pickers is 12 picks every 15 minutes. If in any 15-minute period they do not make their standard, they have to signal their supervisor. The supervisor immediately responds and approaches the order picker not to ask why he did not work to standard, but instead to ask what process problem, or problems, prevented him from making standard. Was the inventory count incorrect Was the inventory in the wrong location These and other questions will be asked until the problem is solved. This short, simple example demonstrates three distinct principles of lean respect for people, standard work, and a continuous improvement culture. Having defined standards that everyone understands enables the other two principles. Unlike this example, the actual workday of many supervisors is one spent firefighting rather than focusing on continual Improvement. Moving from one problem to the next fills their days because standards are unknown or not communicated. 

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