ABSTRACT
The technical side includes tools and methods, many of which have been adapted to the IT space. The first pillar consists of three behaviors that support a culture of excellence at the front line: create value, identify problems and opportunities, and improve work processes. A cadence implants a pattern, a pattern serves as a cue, a cue sparks a routine, and a reward reinforces the behavior. Frontline associates focus primarily on the vertical work in front of them and within their circle of control: their department, their team, and their piece of the work product. A visual management system plays a key role in creating transparency in the workplace and aligning all levels of the organization. A central element of effective continuous process improvement is a common framework for problem solving. Reflection requires courage to be honest about our weaknesses and humility to get comfortable with our blind spots and shortcomings.
