Viewing Bill Murray’s “Scrooged” last week for the twenty-fifth time in as many years, I recalled a kind of holiday miracle I witnessed shortly after I began consulting.
I was working with a manager team at a food processing plant shortly before Christmas, observing a packing line set up especially to pack hams for the holiday. Imagine a rapidly moving serpentine conveyor transporting hams from a chiller to a rotating shrink wrap platen and thence to boxing and palletizing operations. Operators stood at key points, to inspect, load and unload. Because the shape of each ham was unique, proper positioning and repositioning of product was also important to prevent jams and spills.
Observation was something new for this manager team. Not that they weren’t on the floor regularly, they just didn’t spend much time focused on the process. This day we were essentially standing in Ohno’s Circle, watching the work of young lady, call her Martina, stationed at the sealing platen. Hams arrived every twenty seconds on a conveyor positioned next to the platen, where Martina would quickly do a visual inspection and then load and activate the shrink wrapper. The packing line was paused briefly, and with the help of her bilingual supervisor we inquired of Martina if she experienced any difficulty in her work. As none of our group could speak Spanish, we could only observe facial expressions and body language. Her supervisor spoke to her in Spanish and then turned to us with a smile on his face: “I asked if she has any problems and she responded that ‘she really likes working here.’ I think she’s a little nervous.” Martina was looking at our team with a big smile also.
Moment of truth: The top manager in our group responded directly to Martina in English. “We know you’re a very good worker and we’re happy to have you working for us. Is there anything that we can do to help you in your job?” Her supervisor translated to her, apparently adding a few personal words of encouragement. Martina provided a longer, animated response, demonstrating how she loaded the hams from the conveyor to the platen. We watched as she as she suddenly made a long stretch to a spot where the conveyor took a right angle turn. Her motion was reminiscent of a first baseman stretching to shag an errant throw. She looked at us again with a smile. Pointing to the area of the “stretch”, her supervisor translated: “Martina says, that occasionally, a ham will fall off the conveyor at this turn, but that she is always watching and is able to catch it before it hits the floor.” He paused, and then smiled again. “And, she wants you to know that it’s not a big problem, and she really likes working here.”
The packing line was restarted, and we observed this time with a better understanding, watching for the occasional falling ham. There were a couple near misses, but no opportunities for Martina to demonstrate her first base stretch. So it is with occasional problems; only the front line sees them.
Before we moved on, from the top manager came a sincere thank you to Martina for her help, and a direction to engineering to add a higher barrier to the conveyor at the point where hams might tumble. For both management and employees it was a holiday miracle, an epiphany: Each had become visible to the other. As Goodyear’s Billy Taylor put it at our Northeast Lean Conference “if you make somebody visible you make them valuable.” This is culture change, one small miracle at a time. But, in the words of Bill Murray’s Ebenezer Scrooge, managers have to “want to make it happen every day.” It’s management’s part of “everybody everyday.”
My New Year’s challenge to every manager: Show your personal passion for continuous improvement every day. Make the miracle happen in your organization. Make your employees and yourself visible.
Best Wishes to All for an Incredible 2015.
P.S. GBMP wants to help you get 2015 off to a great start with lean training events to benefit your whole team – including Job Instruction Training, Lean for the Office, Six Sigma Green Belt, Total Productive Maintenance, Value Stream Mapping for Healthcare, benchmarking plant tours, free webinars, Shingo Institute workshops and much much more! Visit www.gbmp.org and click on Events to see the entire list.