Gemba Walk: A Tool for Process Measuring Framework in small & medium scale bus body

fabrication industry

Abstract

The automobile industry in India is a significant driver of macroeconomic growth and technological
development. The fame India scheme is proposed to be implemented for faster adoption of electric
mobility and growth of electric and hybrid technology to improve the eco-system in the country. Bus
body sectors supporting to design and manufacture high quality buses & load carriers that are innovative
in style and engineering whilst maintain standards of reliability. The Gemba walk approach is a key
observation process strategy employs by companies to enhance their production performance. However,
whilst there is significant research information available on implementing management systems in a
sequential manner, there is little information available relating to the application of this approach to
provide single and highly effective methodology for process measuring in the context of the Gemba Walk
approach in medium scale bus body building industry. In south India, Karur bus body sectors driven by a
team of young, committed and huge labor work forces. The observation towards framework for a process
measurement and works closely with a medium scale company. The research question that governs the
study is: how is Gemba walk approach applied in an Organizational context such as that of a medium
scale coaches in Karur, Tamil Nadu and India.

Key Words: Gemba Walk, Process Mapping, Value Mapping, Process Measurement, Job
Satisfaction

Introduction

Every measure should have a specific purpose for furthering process performance. Most organization
measures what is easy and not what is important. By broadly assessing the essential process elements and
then aligning performance measure with strategic purpose and intent, the organization leader can drive
best in class performance that provides a sustainable competitive advantage. The term “gemba” comes
from Japanese and it means “the real place”. The Gemba walk is a concept developed by Taiichi Ohno,
[21, 22] who is often considered the father of Just-in-time production.

Pick a
Follow Up
Theme

Have an
Gemba Prepare
Extra Pair of
Walk Your Team
Eyes

Focus on
Record Your
Process, not
Observation Be Where
an People
the Value
Stream is

Figure 1: Steps in Gebma Walk

The figure explains the basic steps involved in gemba walk to observe process going on n industry. [7,
16].
The foregoing studies provide a sample of literature that tries to explain describe gemba walk only from
the stand point of rapid shop floor activity, more specifically, the main question we sought to answer in
this study was:

How was Gemba-Walk presented when it came to applying a process innovation approach to a medium
scale bus body building industry?

To answer the research question, the literature review of Gemba walk approach and related themes were
carried out. In that review it also looked at the application of the gemba walk approach to a medium scale
bus body building industry, in Karur, Tamil Nadu, and India. The next step was to carry out an
exploratory qualitative study. The paper was structured as follows:

 An Introduction
 Literature Review of Gemba walk approach and process measurement
 A description of research methodology
 A research results of Process Mapping, Value Mapping and process measurement of medium
scale bus body building industry
 Results discussion and conclusion

Introduction to the Bus Body Building Industries

The fame India scheme II is proposed to be implemented over a period of 3 years from 1 st April 2019, for
faster adoption of electric mobility and growth of electric and hybrid technology to improve the eco-
system in the country [12]. One of the important activities in modeling an automobile is building its body.
Its chassis is supplied by automobile manufacturers and built by automobile body builders. Different state
transport, private bus operators undertakings are plying one of the commonly use transport buses to help
people travel from one place to other. There are two basic types of products one is through on road
designed for highway and passed road, another is off-road for unimproved roads. Same trucks are seed in
mining, agriculture and other trucks used for wreckers, delivery van etc. A small capacity automobile
body building workshop is used for trucks and mini buses but big auto-body building can undertake a
range of chassis for constricting and mounting body, auto-body building involves a lot of designs, wood
and metal working process, fastening techniques, production measurers and safety devices at proper
places. Such factories need fully equipped machines, tools, quality oriented team and more facilities. It is
labour oriented work who is treated as assets. The present state of Indian trucking industry highly
unorganized and fragmented because of petty issues like lack of drivers, new areas, return loads, on-time
deliveries and availability of transporters on the other hand, Indian truck industry is growing with time
and reason behind it is road transport because it can carry over small quantities through rural and hill
areas in less time. Another reason is growth in e-commerce companies. In China and Triad countries
growth is slowing down in truck industry, in contrary India, the Asian countries and Eastern Europe it is
growing.

The tiny town Karur situated in Tamil Nadu along the National Highway 67, the longest running highway
connecting the North and South extremes of the country. Being situated on the path of NH has brought a
lot of prosperity to the Karur district which can be considered the central point of Tamil Nadu. Karur,
representing the entrepreneurial spirit of the central region of Tamil Nadu, is a major hub as mentioned in
figure 2 by own, Bus body fabrication, Home Tech textile manufacturing and commercial agriculture.
These activities kept the highway even busier. One of the largest clusters of bus body building in South
India, Karur caters to a wide customer base in the peninsular region extending up to Maharashtra and
Orissa along with Andaman Islands. Ever since its emergence in the 1980’s the town bus fabrication
industry has stood up to changing times, although the disruptive scenario in the last few years has hurt it
so badly beyond any imminent recovery.
 Hometech Bus Body
Textile Sector Sector
KARUR

Edcational Commercial
Institution agriculture

Source: Own Figure2: Karur Works

MS and SS steel sections, square and round tubes, sheets and fasteners, welding electrodes and
prefabricated seats, upholstery foam, PU leather, Plastic components, Glass windows, fans, air
conditioning plant lighting fixtures etc., are used for the body building of buses. In addition the
specialized vehicles may require, blowers, pumps, piping hydraulic lifting cylinders, springs etc., as per
design. The ambulances may require fitments of cardiac monitors, oxygen and supply unit’s
stretchers.The main activity of the unit is fabrication as per the design and fitments of selected optional
fitments. Fabrication process includes cutting and welding of main structure of vehicle with MS/SS tubes
and sections of sizes 25×25×2 mm, 40×40×3 mm, 100×50×4 angles and square tubes, 75×40×4 mm
channels, SS or MS sheets of various thicknesses etc. The main structure, roof structure and side panels
are prefabricated and treated for rust prevention, before assembly on vehicle chassis. Srenath S, speaks in
his paper about “design and analysis of chassis”[28]. Once the structure is in place, the fitment of interior
starts with electrical wiring, piping and air ducting, seat frames, etc. There after the equipments as per the
design are installed and tested, lastly the upholstered seats and cushions, and trimming etc. are placed to
give finishing touch to the vehicle. Balaji further observes “The bus code was being talked about for over
15 years since 2001, and the implementation has brought uniformity in bus body building, with no
compromise on the required quality and safety levels. Customers may now see our products on par with
the OEM-built buses, even helping us to compete as per international standards” [6].

Literature Review

William observes that “reading research paper” means “the paper will conclude with a recap, including a
discussion of the primary contributes”. [32], also Hannah Snyder provides “guidelines to assess the
quality of a literature review” as “ Design phase, Conduct phase, Data abstraction and analysis phase,
Structuring and writing the review phase” [13].Government of India promotes Automobiles sector in
India by it’s make in India-Automobiles analysis scheme and it denoted, “India is projected to be the
world’s third largest automotive in terms of volume by 2026, also India has 4 large auto manufacturing
hubs: Delhi-Gurgaon-Faridabad in the North, Mumbai-Pune-Nashik-Aurangabad in the west, Chennai-
Bangaluru-Hosur in the South and Jamshedpur –Kolkata in the East, by 2020, more than 6mn hybrid and
electric vehicles are expected to be sold annually” [12]. Saon Ray & Smita Miglani, analysis the Growth
of the Indian Automobile Industry and states that, “There are three major government initiatives with
regard to electric vehicles and mobility. The National Electric Mobility Mission Plan 2020 aims to
encourage indigenous hybrid and electric vehicles production through government-industry collaboration
the aim is to put 6 million electric and hybrid vehicles per year on the road by 2020. It is estimated that a
cumulative outlay of USD 2.15 billion is required for this initiative. The Faster Adoption and
Manufacturing of Hybrid & Electric Vehicles in India aim at incentivizing the use of E- Vehicles across
all vehicle segments ranging from two wheelers to light commercial vehicles and buses. The four focus
areas of this scheme are technology development, demand development, pilot projects and charging
infrastructure” [25].A descriptive analysis was used in this investigation, based on an extensive holistic
literature review, integrating identifying and validating to establish critical parameters for the need of
analyze the vehicle body building industry in Karur. The parameters of Infrastructure facility,
Productivity & Quality practice and Quality certification & initiatives has been investigated with the help
of 10 questions each and by experts of 50 industries with hierarchy structure followed to select experts,
“AGA Institute has expressed the method of quantitative methods” [3]. “There are no specific training
centers for Utensil design or production technology. However the dies and Tools development courses
run by several centers of excellence viz Indo German Tool Room at Ahmadabad, Rajkot, Chennai, and
CTTC Bhubaneswar etc. shall be helpful”, Recorded in Automobile body building (Bus-LCV-Car), NIC
Code: 30111, Profile No. : 28 [5]. Tamil Nadu chapter of Indian Association of Bus Manufacturer
(IABM), Mruganantham identified the issues in the city; also he speaks about improvement of quality
assurance accreditation and periodic inspection carried out to ensure quality of workmanship,
administration, safe and quality coaches[21].Industrial research institute states that, “Reseach
Methodology is a mode of finding out the results of a specified problem on a given matter that is also
called as research problem. In methodology, researcher have to use different decisive factors as well as
different sources that ultimately involves use of different type of methods for solving the given research
problem” [16]. Abby Ghobadian & Tom Husband suggest, “To reduce the problems associated with the
measurement of inputs and outputs, both continuous and discrete variables can be used particularly in the
case of cross-sectional studies, since quasi-factors of production such as location of demand may have an
important bearing on production. [1]. Aditya Bhalla express the benefits of SIPOC as, “Preventing scope
creep, Providing management by big-picture view, contributing to team dynamics, identifying the essence
of any process, Generating ideas for process improvement, Easy transition to value stream maps but it
suffers from benign neglect because many project leads tend to view it merely as one of the mandatory
templates to be populated as part of a DMAIC journey.[2]. Harrington. H.J, proposed 5 stage process,
“Organizing for quality; understand the process; Rationalize Process; Implement, Measure, and Monitor;
Continuous Improvement”[14]. Lee. K.T. and Chuah. K, proposed a following methodology steps,
“Choose the process; understand the process; Measure the process; Execute the process; Assess
improvements”[18]. According to Schweitzer & Lyons (2008), these management practices include: 1)
employee empowerment and involvement; 2) initiating employee suggestions; 3) facilitating collective
bargaining;4) conflict management and grievance redress measures; 5) expertise training and
development; 6) transparency in communication and; 7) encouraging group activities (teamwork). [27]
“To produce a simple sequence diagram JAVA based programs focused on the reverse engineering of
UML sequence diagram from an object oriented programs and analysis of its dynamic behavior”.[20]
Gardner & Suarez-Barraza proposed a 4 stage for continuous process improvement, “Gather data and
information on process performance; Set process target; Assign responsibility and align strategic
objectives; Monitor performance and manage the operation”[10].The paper presents, “a continues
improvement strategy, and aiming to improve manufacturing in organization. The 5S and Gemba walk
method have immediate and significant influence on organization activity to provide the best power
management solutions for global customers, it is very important to understand them and create offerings
that meet their safety, reliability, efficiency and sustainability needs. [8] Yeager’s experiences can be used
as an analogy to the knowledge one gains during a Gemba walk. By taking the time to understand a
knowledge set outside of his immediate area of concern (piloting the aircraft), Yeager was able to apply a
unique perspective to the challenge at hand (quickly diagnosing and dealing with an in-flight emergency)
in a manner that produced the most favorable outcome. Had Yeager not understood the mechanics of his
aircraft, he would not have had the skill set to diagnose problems and understand the aircraft’s
capabilities. [28] He suggest, “VSM method is used to explore the wastes, inefficiencies, non-valued
added steps in a single, definable process out of complete product development process”.[26] The
following sequential steps were identified to do the root cause analysis, “Grasp the situation; Cause
investigation; Problem correction; Prevention through error proofing”[9].According to Armstrong, (2006)
Job satisfaction is the fulfillment which an employee feels in relation to their jobs and work place. It
brings the question, whether the employee is happy or content at their jobs. An employee may be
measuring their satisfaction in financial, non-financial or psychological contract terms. Job satisfaction
degree levels of people range from extreme dissatisfaction to extreme satisfaction. People also posses
various aspects attitudes regarding their jobs such as, type of job done, amount of pay, co workers
subordinates and supervisors [4]. George and Jones in their research found that aspects that promote job
dissatisfaction range from; poor leadership style, inability of firms to allocate adequate resources to train
workers, inability to settle employee disputes on time, inappropriate compensation policies and
inappropriate performance appraisal techniques. On the other hand it is evident that organizations that
maintain good relations with their employees are likely to experience increased profits, improved
customer service delivery, minimal resistance to change, dedicated and motivated staff who work to
achieve organizational objectives. Due to job dissatisfaction, performance of the organization has been
affected resulting to increased employee turnovers, decreased profits and performance standards in the
competitive business environment in the recent past. Other aspects that enhanced job satisfaction
included; training of employees, open communication and timely introduction of change[11]. Saks and
Gruman reported that psychological meaningfulness at work can be promoted when individuals felt
valued as a product of their interactions with colleagues.[24] Nevertheless, the original measure is over 40
years old and some of the item wording has become dated for instance, in the co-worker scale, one of the
items is, ‘The people I work with are stupid’. While this may have been an appropriate item at the time it
no longer seems appropriate language to use. The original items were also measured using a three point
Likert scale. Using a three point scale and summing scale scores to produce a continuous interval scale is
now generally discouraged although summation of five or seven point Likert scales is widely practiced in
psychological measurement by Howell [15]. Although Cross measured three aspects in worker relations,
two aspects are commonly measured in the literature on leader-member exchange and team-member
exchange. Leader-member exchange highlights the importance of the exchange between subordinate and
leader. The Leader-member exchange scale was originally just used for managers although further
developments of the scale included the relations between subordinate and manager. As a measure it has
developed considerably since its inception by O'Donnell, Yukl and Taber, [19]. Some of the most critical
relationships that an individual can have are with their work colleagues and worker relations can be
described as the interactions between individuals and their co-workers, their supervisors and their
organization.[30]

Methodology

This approach is particularly useful when to answer “Why” and “how” questions. In this study an
exploratory case study was conducted in medium scale bus body building company which has been
established in Karur for at least 10 years was selected. The paper chronicles the design and application of
a process innovation frame work in the context of the gemba walk approach. In total, four methods were
used to gather data:

 Direct observation
 Participate observation
 Documentary analysis
 Semi-structured interviews

For the direct observation, at least 12 visits were made to company chosen. The aim was observe
workplaces where the Gemba walk approach was being applied. During this stage, snapshots were taken
to record Gemba events before and after. This is of great importance in providing study evidence and
drawing the report. During these visits, documentation was gathered on the application of the Gemba
Walk process methodology for subsequent analysis. This documentation included training manuals, web
sites, formats, registry sheets, system diagrams, flow charts, added value tables. Lastly, an interview
protocol and a database on the case study were drawn up to make the study more reliable. The main
contact was the Supervisor; he focused on a process to which methodology was applied. The plant
Manager and 10 fabrication line workers directly involved in the process innovation were interviewed
 separately. A total of 12 interviews were held in July 2019 to December 2019. These interviews strictly
followed the research protocol but some flexibility was adopted regarding certain responses that bore
particularly on the subject. Each interview was transcribed within 48 hours of being held and was
exhaustive in terms of clarity and data saturation. Everything that arose during the analysis was clarified
with the contact person through mail and by telephone. Our data analysis sought to both ensure the
validity of the construct through the use of multiple sources of evidence and carefully planned data
gathering.

Applying Gemba Walk in a Medium Scale Bus Body Building Company

The observation done in the following 5 stages

Stage 1: Process mapping

Stage 2: Value Stream Mapping

Stage 3: Process Analysis

Stage 4: Process Measuring Frame work

Stage 5: Job Satisfaction Analysis before and after implementation of Gemba Walk

Process mapping

Once gemba team had selected the process, it then went on to document it and draw up a process map.
The reason for lay in the need to understand the detailed operations in the work place. The two criteria
that the gemba team bore in mind during this step were

1. Documentation of the present situation

2. Identify the process flow

In this respect, the block diagram is the first step in applying a diagram description tool. Its purpose is to
make a general description of the sequence of a given process. The block diagram drawn by the team is
shown in figure 3.

Purch
ase Receive Verify Place Receive
Order BOM C Order C
*C-Check

Source: Own Figure 3: Process Mapping

Value Stream Mapping

 The gemba team measured in next step to shift through the information, to identify time of the process.
The figure shows the analysis of each existing activity revealed the process map. The cycle time spans
from process commencement to completion.

Process Analysis

Within the supply chain for bus body fabrication, when a problem appears, after a department has
submitted an initial response and containment plan a detailed investigation is necessary to determine what
caused the problem. When the management intends to determine the real cause it may cause it may be
required a five-why analysis to help in identifying the root cause of the problem. Figure 5 by own shows
the analysis of each existing activity in the industries.

Structural & Fabrication Shop

Problem Definition: Can’t Competitor to OEM* Industries

Root Causes
High Lead Time

Why?
High Queue

Why?
Not Technical
Incorporation

Why?
Poor Scheduling
Techniques

Why?
Job shop Production

Why?
OEM-Original Equipment Manufacturers Different kind of
Source: Own Figure 5: Five-why analysis
Work Process

Process Measuring Frame work

There are various benefits in using methodological approaches such as Gemba-Walk for applying a
process innovation approach, as is shown by the experience of the medium scale bus body building
company in this case as shown in figure 6 .Let us consider the question: what difference is there between
traditional office management and management based on Gemba-Walk when it is come to process
innovation? The answer is that the Gemba team yielded greater benefits because it was based on
workplace and could directly observe all the activities and improving labor management relationship to
enrich job satisfaction in fabricating of bus body.

Grasp

Documentation Identify
 Figure 6: Process Measuring Framework, Source: Own

Job Satisfaction Analysis

Increased competition, changing customer needs, influence of technology and changing business
environment has posed many challenges before management. The employee’s relationship management
has emerged as one of the important tool for motivating employees and enhancing their satisfaction. The
Gemba Walk also aims to find out the perceived relationship between employee relations management
practices and job satisfaction among the employees working in selected medium enterprise located in
Karur, district of Tamil Nadu, India. Present work is based on collecting data, structured questionnaire
was developed covering the various factors affecting relationship in the organization. An extensive
literature survey was carried out to develop the construct for the study in the form of questionnaire. The
questionnaire thus developed was piloted on a sample of 40 respondents working in selected enterprises,
visiting personally and contacting them personally. The confirmatory factors analysis was carried out to
identify the important factor. Descriptive statistical analysis was carried out to analyze the relative
importance of various construct developed for the study.

Before implementation of Gemba Walk

The regression equation is JS_1 = - 38.24 + 0.3061 ERM_1

S = 2.28979 R-Sq = 49.2% R-Sq (adj) = 42.8%

Analysis of Variance

Source DF SS MS F P
Regression 1 40.5550 40.5550 7.73 0.024
Error 8 41.9450 5.2431
Total 9 82.5000
 Normal Probability Plot
(response is JS_1)
99

95
90

80
70
Percent

60
50
40
30
20

10
5

1
-5.0 -2.5 0.0 2.5 5.0
Residual

After implementation of Gemba Walk Regression Analysis:

Job Satisfaction versus Employee’s Relationship Management

The regression equation is Job Satisfaction = - 27.49 + 0.1397 ERM

S = 2.95363 R-Sq = 15.4% R-Sq (adj) = 4.8%

Analysis of Variance

Source DF SS MS F P
Regression 1 12.7087 12.7087 1.46 0.262
Error 8 69.7913 8.7239
Total 9 82.5000

Normal Probability Plot

(response is JS)
99

95

90

80
70
Percent

60
50
40
30
20

10

1
-7.5 -5.0 -2.5 0.0 2.5 5.0
Residual

Conclusion
 The paper contributes to the limited existing literature on the Gemba Walk approach. The observation
towards measurement of a process, innovation frame work in the context of the Gemba Walk
approach has been achieved, working closely with a medium scale company. Consequently, as a
result of the application, a conceptual frame work was established based on the results of comparing
theory and fieldwork, this provides a glimpse into the relationship of the Gemba Walk approach with
other measurement methodologies known as process innovation, in the organization analyzed and
subsequently disseminates this information in order to provide impetus, guidance and support towards
increasing the development of companies, in an attempt to move the Karur bus body company
towards world class manufacturing performance.

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