The document provides an overview of Lean Methods that Nationwide is implementing. It defines Lean as a methodology focused on maximizing value through process improvements and eliminating waste. The goals are to empower associates to identify problems and drive continuous improvement. Key Lean tools include daily huddles, manager calendars, 1:1 feedback sessions, office hours, and problem-solving meetings. Associates are asked to embrace the cultural shift and focus on adding value in their activities. Frequently asked questions address concerns about metrics, jobs, workflow disruptions, and non-participating team members.

1. Background
Lean Methods Guide
For Associates
Key Definitions
The concept of Lean was developed by the Toyota
executive, Taiichi Ohno. Mr. Ohno's beliefs were shaped
by his study of Ford’s Model T Assembly Line where
processes were identical for each car produced. Mr.
Ohno's Lean ideas were first put into practice
immediately after World War II in Japan. In the early 80's, several Japanese manufacturers built
plants in the U.S. and operated them with Lean principles. The success of these plants proved
Lean was not just a Japanese cultural phenomenon, but could be successful outside of Japan.
Lean is a proven methodology and set of practices that puts us on a path to continuously improve
our service to members. Lean philosophy focuses on five core elements: Value Stream Efficiency,
Performance Management, Mindsets and Behaviors, Organization and Skills, and Voice of
Customer.
Lean focuses on maximizing value creation through process improvements. It uses tools designed
to increase value added work and eliminate waste. The overall goal is to free up resources
involved in an inefficient and invaluable process. Lean strives to empower every Nationwide
associate to identify problems and to drive towards continuous improvement.
 Daily Huddles:
15 Minute meetings where your manager and team discuss important information,
address problems, ask and answer questions, and review work metrics
 Week In the Life Of (WILO) Calendars:
Managers post their weekly calendars to increase transparency with each team
 1:1 Feedback/Coaching (Side-by-Sides):
A time for your manager to sit with each team member and discuss how things are
going, acknowledge accomplishments, and resolve issues
 Office Hours:
A time for you to discuss any questions or comments with your manager
 Root-Cause Problem Solving Sessions:
Weekly meetings (approximately one hour) used to solve problems identified during
Daily Huddles

2. Lean Methods Guide
ONE Nationwide
What You Can Do
Frequently Asked Questions
Your involvement with implementing Lean Methodology directly impacts Nationwide’s 2020 Goals.
Collaborating as one team is the best practice to be efficient and effective in all lines of work.
Implementing Lean Methodology allows all associates to work together, to
learn each other, and to find the best ways to solve everyday problems.
At Nationwide, it is important to implement change that will promote long
term growth while driving profitability. The goal is to spend more time on
tasks that add value to our company and less time on those that do not.
During Daily Huddles, metrics for each team will be displayed to efficiently
address problems or shortcomings before they escalate.
Strengthening the foundation at Nationwide is one of the easiest ways to
add value. It is important to build up all aspects of the company, members and associates alike.
Implementing Lean Methodology promotes further collaboration and engagement.
Implementation hinges on your mindset. Your most important roles are being open to change,
identifying frustrations and successes, and focusing on creating value in your activities. Lean
Methodology is a fundamental cultural shift toward higher efficiency with you as the catalyst.
Embracing the change is one of the easiest ways to be above the line and focus on the end goal:
improving the member experience.
What if people look at me differently because of my posted metrics?
Lean Methodology emphasizes the importance of collaboration and teamwork. Metrics
postings are not used during Huddles to show areas of weakness but to recognize the
team’s effort to accomplish common goals.
Does this mean jobs will be cut?
Implementing Lean Methods does not necessarily means jobs will be lost. Even if jobs are
cut in one area, new jobs may be created to increase efficiency in another.
Will this disrupt my daily and weekly work flow?
Lean Methods are designed to improve work flow on an individual and team level. The end
goal would be to complete more work in the same amount of time by working more
efficiently. Although you will be part of Daily Huddles, common problems and questions can
be solved immediately, allowing for less disruptions during the day.
What if all my team members aren’t participating?
Lead by example. Remember to be positive, encouraging, and open-minded to the
changes. Your team members will soon realize how individual actions can impact the team.