Let's go to the gemba!  It is fun to say and is one of my favorite Lean terms. Gemba is a Japanese word of which means "the real place." Where the  actual services are provided or where the  work is done.  It is important when working on a process improvement plan to go to the gemba, where it all happens.  We cannot solve all of the problems from sitting at a desk and pondering all of the questions we may have.  Instead, go to the gemba, try the process for yourself, test drive an idea, talk to the stakeholders, subject matter experts, and those involved upstream and downstream from the process.  Let the stakeholders show you their process, the motions, posture, tools, equipment, material and information from upstream, and other types of things we will not see from our office. Remember, we are building relationships and creating a cultural shift so get out there! Expanding Excellence - Personal Paradise Builders Blueprint, Productivity Training (expanding-excellence.com)