Learning objective
Use direct observation and respectful questions to compare actual work with a process claim.
Why it matters
Leaders optimise a process from dashboards while hidden handoffs and workarounds remain invisible.
Core concept
Go to the place where value is created, observe one real flow, ask about purpose, process and people, and record gaps between standard and reality without blaming workers.
Scenario
A theme-park operator reports perfect control checks, yet night staff repeatedly bypass a failing alert to keep visitor flow moving.
Worked decision
Follow an actual shift, document the alert workaround and its cause with staff, then correct the system and review the safety signal.
Decision rule
Agree one improvement test with those doing the work and revisit it.
Ethical boundary
Turning the walk into an inspection of people or treating a single visit as representative evidence.
AI lens
Use AI to organize evidence, then verify its source and keep decision authority with people.
Quick check
What would invalidate the first proposed action? Turning the walk into an inspection of people or treating a single visit as representative evidence.
Next step
Complete the Gemba Walk case.