Leading Change in Gemba

“This is not your father’s hospital, Curmudge. We now use anesthesia, antibiotics, and know the importance of washing our hands.”

“It’s not even my hospital, Jaded Julie. When my tonsils were removed at age four, the anesthetic was ether. They couldn’t give me a belt to bite on because my mouth had to be open. But gruesome details aside, the real story is the dramatic changes that have occurred and continue to occur in health care. We’ll talk about changes in nursing later, so today let’s focus on guiding the other hospital employees through a Lean transformation.”

“I have read that back in the 1920’s, Henry Ford bemoaned the fact that he had to hire a whole person just to get a pair of hands. Don’t you remember?”

“Of course I don’t! That was before my time. But just think how Lean has changed our outlook. We now realize that people in gemba who work mostly with their hands are much more valuable as whole persons. A plumber’s hobby may be restoring antique cars or building clocks, and he routinely solves the problems that arise in these activities. A cafeteria worker might keep the financial records of her church. When we enlist these people in Lean continuous improvement efforts, we’ll more fully employ their abilities and enhance their appreciation of their work. A person who has some control over his working environment usually enjoys what he is doing and does a better job. It should be a win-win for everyone.”

“Great oratory, Curmudge. As we discussed last time, Lean brings management and the workers into a partnership. It frees up everyone to use his or her common sense. This is the most important lesson for everyone to understand. Regrettably however, there may be a few people who just don’t ‘get it’.”

“My guess, Julie, is that the leader/manager doesn’t have to convert single-handedly every person to Lean. In every group there usually is an unofficial hierarchy that is lead by an opinion-maker. If we can gain this person’s trust and implant a degree of enthusiasm for Lean, we are home free.”

“What about those situations where the worker simply doesn’t have some of the skills needed in the new partnership? Things like typing and computer literacy.”

“Fortunately, in today’s world computer literacy has become less of an issue. Historically, employers have helped their employees upgrade their computer skills. These days in some parts of the country, literacy in English is a greater concern."

“Do I understand, Curmudge, that use of proper English is one your curmudgeonly hot-button topics and that you actually enjoy studying languages?”

“I do admit to disturbing the other folks in our office with my expressions of anguish when I encounter a gross misspelling or punctuation error. Out of respect for its citizens, I also try to learn some of the language of any foreign country that we visit. That’s why we will never go to Antarctica.”

“Okay, Curmudge. Tell me again why you won’t ever visit Antarctica?”

“Because I don’t know a word of Penguin.”

“Au revoir, Curmudge. I’ll see you next time if my foie (liver) can stand it.”

Affinity’s Kaizen Curmudgeon