Gemba walks in IT project management:
digging for improvement opportunities

A domain manager in the IT department of a large Italian bank, is learning to see waste in her IT operations, and realizing that the gemba reality is often different from what she ever imagined. Learning to see in IT is not easy. Knowing which questions to ask, where to look and what to explore deeper is a technique one acquires by practicing over and over. But you can only make better decisions after you’ve been there.