Operations

Makes service flows, touchpoints, and responsibilities visible so frontstage and backstage are refined together.

Core question: Where do customer actions depend on backstage work, systems, or handoffs?

• 0.5-2 Tage
• 6-12

Compares goal and actual course, identifies deviations, and records concrete learning steps.

Core question: What was meant to happen, what actually happened, what can we learn, and what should we change or sustain?

• 20-45 min
• 3-12

Condenses problem, analysis, countermeasures, and follow-up onto one sheet and forces joint analysis.

Core question: Which gap between current and target condition is evidenced, and which countermeasure will we test first?

• 45-90 min
• 2-5

Goes to the place where work happens, observes the process without disrupting it, and gathers solid clues about friction.

Core question: What is happening where work occurs, and which process question should we investigate together?

• 30-120 min
• 2-6

Makes status, exceptions, and signals recognizable at a glance so teams can react faster.

Core question: Which abnormal condition must the team see, and what response should the signal trigger?

• Ongoing
• 1-20

Coordinates roles, communication, and measures during an incident so situational awareness and decisions converge.

Core question: Who commands, who works the technical problem, and how do we maintain a shared situation?

• As needed
• 4-15

Describes a recurring scenario with steps, checks, and escalation so execution stays stable under pressure.

Core question: Can an authorized responder under pressure safely tell when and how to use this procedure?

• 20-60 min
• 1-4

Simulates realistic incident scenarios, exposes gaps in response and runbooks, and improves preparedness.

Core question: Can the system and response team safely detect and handle this bounded failure scenario?

• Halber Tag
• 5-20

Visualizes workflows with roles and handoffs so problems, media breaks, and improvement opportunities become visible.

Core question: What happens from trigger to outcome, where do decisions and handoffs occur, and what evidence supports change?

• 1-3 h
• 3-10

Sorts possible causes into categories and creates a shared picture for investigation and next tests.

Core question: Which possible causes and mechanisms could create this observed effect, and how will we test them?

• 30-60 min
• 2-8

Clarifies responsibility for tasks and deliverables, exposes gaps or overload, and improves alignment.

Core question: Which role performs each activity, owns the outcome, is consulted, or is informed?

• 45-90 min
• 2-8

Splits items into A, B, and C by value or effect and directs focus to the most impactful ones.

Core question: What level of control does each item need given its value contribution?

• 30-60 min
• 1-5

Plans the day through tasks, effort, buffer, and control so priorities stay realistically checkable.

Core question: Which tasks fit into today’s available time including realistic buffers?

• 10-20 min daily
• 1

Clarifies workflows, data, causes, and improvements by framing the situation, analyzing the problem with is/is not, and planning risks and actions.

Core question: Do we need situation appraisal, cause analysis, a decision or safeguards for a plan?

• 2-8 h
• 2-8

Clarifies workflows, data, causes, and improvements by defining scope and process, collecting failure modes, and assigning actions and owners.

Core question: How can a function fail, what effects follow and which actions demonstrably reduce risk?

• 2-6 h
• 3-10

Examines an incident with a view to decisions, assumptions, and system factors, and records the resulting lessons.

Core question: What can we learn from the actual course of events without reducing the analysis to individual blame?

• 1-3 h
• 3-10

Finds a system's bottleneck, aligns work around it, and cyclically checks whether flow improves.

Core question: Which constraint currently limits the system goal, and how will we exploit, subordinate, and elevate it?

• 2-4 h Analyse, laufend
• 3-12

Bundles observation, waste analysis, and experiments into a compact improvement process with a new standard.

Core question: Which measurable process improvement can the frontline team implement, test, and standardise at the gemba within days?

• 0.5-5 Tage
• 4-10