PDCA Cycle Step Examples

Fixing the problem requires us customer facing

Introduction to Gemba
See & Escalate
the problem to first see the problem. When problems; problems
an associate sees a problem, he impacting the
needs to escalate it. associate’s ability to
resolve a customer
What is a Gemba Walk? problem; problems
"Gemba" is a word from the Japanese language [現場] which impacting the associate
experience and/or
means "go to the place, look at the process, talk with people!". workarounds.

Engage with The Gemba Walk is a key Discussing escalated

mechanism for the engagement
The Gemba Process associates
of our associates and to
delivery issues with DX
team during the Gemba
understand what is happening
walk.
where the work happens.

Understand Understanding what the Ask What is the problem

the Problem problem is, who is impacted, Collect contact IDs to
and how is it impacting their verify the problem
experience and not focused on
solutions to be put in place
because we first need to fully
understand the process
impacted

Take Actions Assigning an owner to drive the Assign QA for NRR

action, Engaging the right related issues
stakeholders and assigning Send request to self
resources needed to help solve
Service team for
the problem, Quantifying the
problem Website features
Have a solution or an idea you want to test? Work with your
local ACES team to get started!
Celebrate Provide recognition to Provide feedback and
Don’t be afraid to try something new! Success associates involved in the visibility on raised issues
Gemba Walk or problem Inform about the
solving process progress
Congratulate the CSAs