Walk the current state without fixing it
Run a gemba-based current-state walk that captures facts before solutions.
Current-state walk The claims team wants to explain the official process. The director wants quick wins. Your job is to protect observation long enough to see the actual value stream. If you solve while walking, you will optimize a story, not a system. Gemba discipline Go see -> ask why -> show respect -> capture facts The current-state walk should reveal what really controls flow: queues, triggers, rework, batches, and exceptions. Reflex Ask for the SOP and start redesigning. The team leaves with a fact pattern instead of a negotiated story. Observation protects the map from opinion. Respect protects the…
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