Describes the rationale behind a course designed by the trainees, employees themselves, in conjunction with external expertise and delivered to small groups over a 12‐month period. A “drip” feed across a diagonal slice of the structure in small (12 maximum) cross‐functional groups, awareness and education programme aims at creating a learning organization, enhancing thinking skills and developing a deeper team awareness in support of company strategies focused on customer satisfaction and utilizing all employees. In this article, listening, communicating, recognizing internal as well as external customers and complementing improvement on a continuous cycle are discussed as a means of allowing the manufacturing deliverables of quality, delivery and cost improvement to be a way of life.
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