Kazuhito Hosono has spent his entire career at UD Trucks, and is a chief project manager for trucks. In his opinion, the ultimate gemba is at the customers’ site. “I always tell my teammates to “go to gemba”, to understand what’s going on. Gemba is the starting point, where we solve issues, and also where we receive feedback,” Hosono explains.
He started with one customer’s request to visit their site, and then went on to visit each and every UD Customer Center in Japan. Hosono collected feedback from different customers as well as the UD gemba people: customer services and mechanics teams.