Gemba walks are a popular topic on Linkedin, Youtube or blogs. So are lists of questions to ask during such a tour. In one of such lists I spotted a question related to tools. The gemba walker is supposed to ask if the toolset is complete, in proper condition and the best available.

In my opinion, this last one is awkward, for several reasons.

First, the worker can feel challenged about his/her knowledge about tools. The tools used are those made available by the company and not all workers / operators have a deep knowledge (or even interest) in tools. Therefore, an operator using a battery powered screwdriver may have no opinion or idea which type or model is best, he/she is just using what the company provides. Unable to answer, the person may feel uncomfortable and worried about the gemba walker judgment. 

Second, the worker / operator may well be a tool specialist and all too happy to share his/her knowledge. What was intended to be a simple question (probably to demonstrate how much the gemba walker cares) can turn into a time-consuming conference of questionable value. Cutting the speech will probably disappoint the lecturer and be worse on feelings than asking nothing at all. Staying put to listen to the speech may last long for little value, plus keeping the lecturer from doing his/her paid job!

Third, the worker /operator may fetch the opportunity to complain about the poor quality, bad choice, not liking the tools provided, etc. Arguments that can be true, false or simply expressions of personal preferences. Chances are that in most cases, the feedback is not very valuable. However, proponents may argue that users are the best source of valuable feedback.

Fourth, in any case, if the gemba walker has no authority to change, improve, or even influence the selection of tools, the question will only potentially raise expectations that will remain unfulfilled, thus causing frustration. If the gemba walker has authority or influence, he/she will be committed if the users complain.

Therefore, my advice is to go through your list of questions before going to the gemba and check if any of the questions may cause one or more of the effects described above. If so, you’d better let those out of the list.

Is asking questions mandatory?

Many practitioners and (so-called, self-promoted) experts advocate this practice of asking. Isn’t the official mantra “go see, ask questions, show respect”? A silent visitor may be just as stressful as one asking a lot of questions. Asking questions is “a good opportunity to connect”, some argue. They are even encouraging to ask about the worker’s personal feelings or how the family is doing. Something that requires a minimum of familiarity with the person, though.

Others wisely advise to ask less and observe more. A way to challenge the walker’s ability to analyze rather than to make conversation, I guess, or to challenge the real competence to gemba walk rather than to plainly apply what books prescribe.

By nature I am more of a silent observer, not hesitant to ask however, if the situation or my understanding calls for it. I use checklists sometimes and have enough practice and experience to come up with a relevant question, if necessary. Enough practice and experience to avoid awkward questions as well. Therefore my biased inclination leans toward observing more, asking less.

Your testimonials are welcome in the comments.