While many of us emphasize the quality of IT services or information systems – and rightfully so – it’s ultimately the results that matter most.
People design, purchase, build, maintain, restore, and utilize IT services. It’s our approach to work that determines the quality of these services and systems.

Facilitated and practiced on the “gemba”

Rather than concentrating solely on technology, we should perhaps place greater emphasis on organizing our work and optimizing practices, culture, and behavior. It’s not enough to merely decide and design our work processes; they must be fully implemented. Leadership is both facilitated and practiced on the “gemba”, where professionals deliver the service. Ultimately, our behavior consistently shapes the quality we produce.




Wim Hoving
(Result-oriented connector
of People and Process,
architect of the ISM Method)