The Gemba Walk
"the plant manager got up from behind his desk. He asked me to join him on his daily walk; in fact he told me that he walked the plant twice a day every day and that it was the most valuable part of his day...
The plant manager asked those questions and you could see the excitement on the face of the supervisor as he was answering the questions. I learned that thereâ€™s enormous power in the leader asking questions and then just listening â€“ yes; this is the key to ask the question and then to just listen carefully, not judgmentally."
Zenjidoka III - Building Excellent People
"Zenjidoka teaches employees (including the dealers) to be self-reliant, empowering them to use every tool and resource at their disposal to immediately investigate and address the customerâ€™s problem... Companies that want to extend quality beyond the factory walls and implement Zenjidoka need to have employees who are skilled enough that they can be trusted with the autonomy to identify and solve customer problems. The development of excellent employees, or Hitozukuri, is necessary to make Zenjidoka work."
Zenjidoka - A Simple Tool for a Complex Problem
"Had the tools of the Toyota Production System been extended from the factory floor worker to every employee who makes contact with the customer, Toyota could have dramatically reduced the resulting financial impact and human tragedy.
Zenjidoka is a new word meaning "Total Jidoka." Instead of confining Jidoka to the factory floor, Zenjidoka extends Jidoka to every employee who has any contact with the end customer."