In Their Own Words

Top-Down Knowledge Myth: Boosting Lean with Deming (Part 4)

4 snips
Oct 14, 2024
Jacob Stoller, a Shingo-Prize-winning author and lean management expert, discusses the top-down knowledge myth. He unpacks the idea that managers don't need to know everything to boost productivity. Jacob shares a real-world example from a workshop that highlights how frontline workers possess untapped knowledge. He stresses the need for managers to shift from directors to coaches, fostering trust and collaboration. The conversation reveals how feedback-rich environments enhance quality and sustain lean transformations.
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ANECDOTE

Frontline Insight Ignored For Years

  • Jacob Stoller describes a workshop with an excavation company where one employee's ideas transformed mileage tracking and growth.
  • That worker revealed he'd never been asked for input in 15 years, showing untapped frontline knowledge.
ANECDOTE

Supervisor Who Actually Listened

  • Andrew Stotz recalls being a warehouse supervisor and listening to union workers for improvements.
  • A 25-year employee told him nobody had listened before, demonstrating how rare genuine frontline listening was.
INSIGHT

Limits Of Top-Down Solutions

  • Jacob Stoller explains the top-down knowledge myth: outsiders can't fully impose correct solutions on complex, interdependent systems.
  • He argues real improvement needs thousands of small fixes from people who work in the system every day.
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