Communication & Stakeholder Relations Flashcards

Which scenario best illustrates 'yokoten' in lean stakeholder communication?

Answer: A team shares a successful process fix with other departments so they can adopt the same solution

Yokoten means horizontal knowledge transfer — proactively sharing successful improvements across teams or sites so the whole organization benefits.

A frontline worker identifies a recurring defect but is hesitant to report it because past reports went unaddressed. What should a lean leader do?

Answer: Close the feedback loop by visibly acting on or explaining the status of previous reports, and thank the worker for raising issues

Closing the feedback loop builds trust that speaking up leads to action, which is essential for sustaining a lean culture of continuous improvement.

In lean stakeholder management, what is the purpose of 'catchball' during strategy deployment?

Answer: To iteratively negotiate and refine goals between organizational levels until there is genuine alignment

Catchball ensures goals are achievable and understood at each level by passing them up and down through the organization for refinement before finalizing.

Which communication failure most commonly causes lean improvement efforts to stall after initial success?

Answer: Lack of ongoing leadership communication that reinforces the 'why' behind lean and celebrates progress

Sustained lean transformation requires consistent leadership communication that reinforces purpose and recognizes progress; without it, teams lose momentum and revert to old behaviors.

A lean practitioner must communicate a proposed layout change that will temporarily disrupt a department's workflow. Which approach is most effective?

Answer: Communicate the change early, explain the benefits, involve affected workers in planning, and provide a clear timeline with support resources

Early, transparent communication with worker involvement reduces resistance, surfaces practical concerns, and builds ownership of the change outcome.

When a lean team's improvement data contradicts a senior manager's long-held assumption, the best communication approach is to:

Answer: Present the data respectfully, using visual facts to guide an objective conversation while inviting the manager's perspective

Lean respects people while insisting on facts; presenting data visually and inviting dialogue allows leaders to update their thinking without losing face.

Which statement best describes the role of communication in sustaining lean standard work?

Answer: Regular communication through training refreshers, audits, and team huddles ensures standard work remains understood and followed over time

Standard work erodes without ongoing reinforcement; regular huddles, audits, and refreshers keep the standards visible, understood, and owned by the team.