ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig9_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>Now that the person you are coaching has spent some time ‘going to see’ so that they can really understand what’s going on, it’s time to help them create a way to communicate what they’ve seen. Often, in many service organizations that I’ve worked with, the default way to do that is through long written reports, PowerPoint decks full of data, and verbal discussions in meetings. Problem with all of these is that, just as we discussed in Chapter 8, there’s a lot of room for interpretation and misperception of what people are saying. That’s one of the reasons that all the ways that we have to ‘make things visible’ with Lean are so beneficial in services.
