I recently came across the Japanese terms genchi genbutsu and gemba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices. Although they’re (lean) management principles and concepts, they apply not only to the employee experience but also to the customer experience.

Let’s look at some background and definitions first.

Toyota’s website defines genchi genbutsu as “going to the source to find the facts to make correct decisions, build consensus, and achieve goals.”

According to Wikipedia, genchi genbutsu means “go and see.” It suggests that in order to truly understand a situation, one needs to go to the gemba, or the “real place” where work is done.

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