Chain of Learning: Leadership Strategies for Continuous Improvement and Transformational Change 70| Talk to the People: How to Make Better Decisions with Nigel Thurlow
Apr 1, 2026
Nigel Thurlow, a systems thinker and former Toyota leader who co-created the Flow System, urges leaders to go see real work and prioritize human connection. He discusses how to spot hidden system problems, avoid quick tool-based fixes, visualize facts to inform decisions, and the risks of letting AI amplify broken processes. Practical, people-first approaches to better decision-making are highlighted.
AI Snips
Chapters
Transcript
Go To Gemba Before Deciding
- Do go to the gemba and observe the work directly to get the facts before making decisions.
- Nigel stresses leaders must experience problems firsthand and not delegate ownership while retaining decision authority.
Frozen Food Line Taught Leaders The Pain
- Nigel spent a full shift on a frozen food line to experience the physical pain and variation workers face.
- After leaders observed and the line was stopped, the line was rebuilt two weeks later to solve the issues he witnessed.
Tools Amplify Problems If Root Causes Aren't Fixed
- Insight: Organizations often buy tools or AI to fix visible symptoms without finding root systemic causes.
- Nigel observed companies rush to AI and tooling, spending budgets that later reveal the tool amplified the wrong problem.