Case 8: Swisscom




This chapter analyzes the lean management practices of the Gemba Walk implementation at Swisscom, awarded with the Lean 2020 Successful Practice Award from the St. Gallen University. Their lean journey started in 2010. They count on a central team that focuses on coaching Lean Masters & Lean Experts to transform their organizational culture. The Lean Team developed a Lean Academy in order to build internal capabilities concerning the Gemba Walks implementation. Their “Touchpoint Experience” is the most standardized “Gemba walk” related practice across their organization.