30 January 2014

Shakespeare's Gemba

While ago, I nominated Champlain as my Mr. Gemba ("I get my kicks from Champlain").

(stain glass image of Polonius)
Here are more Gemba wisdom for you, one from the literature masterpiece and another from today's TV show.

Hamlet, Act 1 Scene 3, Lord Polonius advises Laertes.
  • Listen twice as much as you speak.
  • Give every man thy ear, but few thy voice
  • Take each man's censure, but reserve thy judgment

Today's TV star Judge Judy puts it more directly:
"God gave your two ears and one mouth for a reason."

I believe the #1 gemba tool is a piece of tape across the lips of every QFD team member.

When we are silent, the customer fills the silence with gold – his take on his life and business, what he likes and dislikes. This is the true VOC from which we can begin to understand his needs.