In this 2nd part of 2-part podcast, Bob Petruska, author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters, discusses what he has learned about Sur-Seal Corporation. 
Bob is working with Mick Wilz, Director of Enterprise Excellence and Co-Owner of Sur-Seal Corporation, on one of the tracks, Keep Your Organization’s Chain Straight., at the upcoming ASQ Charlotte Conference on April 8th, 2014.
In part 1 of the podcast, How Sur-Seal Became a Visual Organization, I discussed with Mick, Sur-Seal’s Lean journey. In this 2nd part, I put Bob on the spot and asked him from an outside perspective (Bob is one of the best change agents, I know) to comment on what Sur-Seal had accomplished. The insight Bob gives is excellent.
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