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The concept of "management by wandering around" or MBWA was made popular by David Packard, cofounder of the computer manufacturer that bears his name. Packard might have included the important practice of asking good questions. When you practice MBWA in your warehouse, here are a few things you might ask the people you meet while wandering around:
- Which tasks seem to take too long?
- Who is our happiest customer, and why?
- How long did it take you to learn the job you're doing now?
- Do you see any procedures that cause damage?
- What is the biggest success story in your group?
No doubt you can come up with other questions that are pertinent to your operation. In developing questions, be sure to emphasize the positive as well as probing into causes of difficulty.
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