Let’s examine this simple yet powerful statement.
First people, which ones are we talking about? The employees. Which employees? The hardworking folks that directly handle and build the products and provide the services your customers receive. They are the people doing the value- added activities – activities that change the form, fit or function of your products or services. These are the activities that an external customer is willing to pay for.
The people that do these duties day over day are absolutely critical to have involved in continuous improvement. Why? Because their input is valued by customers. What, how and why they do their work in the current way directly impacts the customer experience. Leadership must respect their efforts in the work as it currently is done and ask them for creative ideas as it relates to improving process and methods.