How do those who benefit from this product or service use or consume what we supply What capabilities are acquired and how or when are those capabilities applied Output are the net result of our systems, process and methods. We get and our customers get what the system is capable of giving us. Customers have the final say as to the quality of your output. If you want to know if you are doing a good job, ask the customers If you want better outputs, you must improve the systems, processes and methods Process is the interacting systems, process and methods, it converts inputs into outputs. Organizations consist of many systems, not all systems and processes are Gemba.
Human error is a negligible source of our problems.
Yet because we don t understand systems, we act as though human error were the primary cause of our problems. Leaders can no longer be experts and autocrats. Leaders must understand systems, lead systems, and think systemically. To lead your systems systemically is to lead your organizations into the new century.