what is the most important thing?
it is people, it is people, it is people
- Māori proverb
- go and see to deeply understand customers' real and perceived needs
- engage with employees to deeply understand the 'what and why' of current performance
- bottom-up approach starts with leadership and involves all employees
where to start?
go see to deeply understand the customers' needs, system capability, and the variability in response
inspiring all employees to take daily improvement
- the role of leaders is to provide purpose, act on the system, and lead teams through change
- the role of managers is to facilitate effective team-based structured problem-solving across the system
- the role of teams is to take daily improvement actions that provide value to customers
where to start?
learn through doing undertaking 'go see' to drive real improvement
the measure of sustainability is that everyone continues to improve
- daily disciplines for continuous improvement
- share good practices across the business and partners
- work alongside customers, communities, and industry partners, contributing to society
where to start?
a continuous improvement culture requires long-term thinking: 5, 10, 15, or 20 years of commitment