Managing to Learn at the Gemba

Presented By:

Mark Reich & Scott Heydon

Session Abstract:

This session builds capability to effectively observe the gemba in a purposeful way and define a clear problem to solve. This is built off of the fundamental framework of A3 thinking from Managing to Learn.

During the course of this intensive, one-day class, the learners will be introduced to the book and concepts of the A3 framework of Managing to Learn(MTL).   They will then be taken to observe and investigate a real problem to solve at a local gemba site.  Using the approach of MTL, they will clarify, investigate, grasp the current situation, and consider countermeasures to the specific problem they are working to solve.

Perhaps most importantly, they will learn techniques to coach one another on the specific problems they are working on.  This coaching will focus on how to ask questions to pursue the facts of the gemba.

Learning Objectives:

• Build capability to problem solve based on the A3/Managing to Learn framework(Background – Current State – Target State – Root Cause Analysis – Countermeasures – Plan)
• Sharpen capability to effectively “grasp the situation” of the gemba
• Learn to coach based on pursuit of the facts

About the Facilitator:

Mark Reich supports new product development and the Co-Learning Partners program, assisting companies engaged in lean transformation.

Before coming to LEI, he spent 23 years at Toyota in Japan and North America, most recently as general manager of the Toyota Production System Support Center (TSSC). As a hands-on GM, Mark directly implemented the Toyota Production System (TPS) or managed its implementation in a variety of industries, including automotive, food, furniture, and healthcare, among others.

Mark doubled the number of companies supported by TSSC from 20 to 40. He transitioned it from for-profit to nonprofit status so it could better support its original mission to strengthen North American manufacturing and help any organization interested in implementing TPS. He expanded the client base beyond manufacturing to hospitals, schools, low-income food distribution, and nationally prominent nonprofits

Previously, he was assistant general manager of the corporate strategy division where he managed and implemented Toyota’s North American strategic (hoshin) process, designed jointly with Toyota’s Japan headquarters. He launched efforts to strengthen Toyota Way principles in administrative areas in North America, and facilitated the integration of its design and manufacturing organizations.

Reich has a bachelor’s degree from Ohio Wesleyan University and specialized in Japanese studies at Nanzan University. He is fluent in written and spoken Japanese.

Scott Heydon is an executive with experience in strategy and retail operations through the implementation of Lean principles. After receiving his MBA from the Tuck School of Business at Dartmouth College, Heydon was a consultant and Engagement Manager for McKinsey & Company for nearly 5 years. After McKinsey, Heydon was an executive at Starbucks Coffee Company as Vice President Global Strategy, supporting the Starbucks Board of Directors and C-suite leaders in developing and executing highly successful long-term strategies that helped Starbucks achieve unprecedented growth and bring a new level of maturity across the organization. Heydon then focused on introducing Lean thinking principles and a Lean leadership approach to Starbucks. Heydon initiated Starbucks Lean journey by improving cross-functional processes at Starbucks headquarters. After several major successes Heydon was asked to lead a team focusing on improving the operational capabilities of Starbucks 17,000+ stores worldwide.  The team’s efforts focused on delivering results specifically by building problem solving capability and business acumen at every level of the company.

After leaving Starbucks in 2011, Heydon dedicated his time to coaching others. His goal is to help other individuals and companies improve their team member’s capabilities at all levels of their organizations so they can better serve customers and create an improved work environment for employees. Since 2014, Heydon has partnered with the Lean Enterprise Institute to support their efforts of Making Things Better Through Lean Thinking and Practice by directly supporting several of LEI’s Co-Learning Partners.