“gemba walk” (lean thinking term) to go to the actual place where value is added + “walkabout” (Australian aborigine) a short period of wandering bush life engaged as an occasional interruption of regular work
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This story starts 2 months ago in July. I bought a can of paint for our deck project (Phase II). We originally bought this paint color (Monkeyshine) at Mills Fleet Farm and I had an (almost) empty bucket of paint to make sure I got the right color. The paint guy (Mel) was helpful and got a kick out of the name of this color (Monkeyshine). He gave me a paint swatch with the formula (see exhibit 1) and told me to bring this in if I needed more.
You might notice that I’ve taped it together. More about that later.
Well now I’m into Phase V of the deck project and I need more Monkeyshine. I take Mel’s formula back to Mills Fleet Farm. Mel is not there, but Aaron is. Note - Aaron is a twenty-year old. To get the full impact, I recommend you check out Louis C.K.’s routine on 20 year olds. Anyway, Aaron takes a look at the formula/color swatch thing, consults the computer/paint-mixing matching and says “looks like they changed the formula”. Not sure who “they” are. So, he mixes it up, I buy it and off I go.
A few days later (I still had some work to complete on Phase IV of the deck project) I open the paint and see that this is clearly not Monkeyshine (see exhibit 2). 
So, now I have to go back to Mills Fleet Farm and deal with their defect. I can’t find my receipt. When I go back to Mills Fleet Farm, Aaron is working at the paint station. This is good, he might remember me. I explain the situation to Aaron (I’ve brought along exhibits 1 and 2) and he scratches his head. He looks closer at Exhibit 1 and asks, “Is that a zero or a nine?” Maybe this is the problem. Maybe Aaron needs glasses, maybe the printout is illegible. Along comes Mel. Aaron explains the situation to Mel. They consult on it and agree that what they sold me is clearly not Monkeyshine. They think if they add nine more squirts of the right color they will get it right. They try it and it’s close, but not monkeyshine. So, Mel starts over and I tell him to make a quart, not a gallon. So he does and I’ve got my Monkeyshine. Note: This time they actually look into the can to see what the color is. I am reminded of a process I saw at Walmart where they opened the can, put a little of the actual paint on the lid and then sold it to you. Maybe Fleet Farm could learn from Walmart? Maybe I should go back to getting my paint at Walmart?
Mel apologizes for the mixup. Tells me he can’t compensate me for my labor (what about my time? He could compensate me for that). He also jokes about the recent 20-cent per gallon increase in gas cost and how they (who are “they”?) are taking advantage of the holiday weekend. Yes, I’m spending more time and $ driving to/from Fleet Farm to deal with their defect, but I bet that I’m not going to get compensated for that.
Mel also gives me not one, but 2 computer print outs of the formula/swatch for the next time. See exhibit 3. Aaron was right, these numbers are not the same as the original. That’s when Mel rips up the original one (the one he gave me in July).
Well, I’m not done yet. Mel walks me up to the service desk where I am introduced to Heidi who is going to reimburse me for the defective gallon and make me pay for the correct quart. She’s got to fill out a form since I don’t have a receipt and this takes some time (more waiting) and a phone call (maybe its “they”). My hunch is that the form needs to be approved by someone. I am correct and Steve comes along, glances briefly at me, says “hi” and signs the form. Looks like an inspection step to me.
Because I don’t have a receipt, they don’t give me back money, they give me a gift card (see exhibit 4). 
Which has the amount that I can now re-spend at Mills Fleet Farm. Now, they could add some more $ to the card to compensate me for my time, frustration or to bribe me for not putting this on the internet. But no. I’ve got to go back to Mills Fleet Farm and buy more of their crap.
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