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GA 528 | The Danger of Automating Broken Processes with Matthew Townsend

Avatar photo By Jessica Bush Updated on March 26th, 2026

This week’s guest is Matthew Townsend. Ron and Matthew discussed what a broken process looks like, what happens when you automate waste, how to identify and remove it, and more. An MP3 audio version of this episode is available for download here.

In this episode you’ll learn: 

  • Matthew’s favorite quote (3:09)
  • His background (3:54)
  • Defining a “broken” process (8:28)
  • Examples in manufacturing (13:58)
  • The other issues that surface when you automate waste (17:30)
  • Tips for identifying and removing automated waste (19:57)
  • Specific mapping techniques for a front office environment (22:07)

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Describe a time you automated a bad or broken process.

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Jessica Bush

Jessica is responsible for the editorial aspects of Gemba Academy’s content, focusing on course materials, podcast production, social media, and other copywriting efforts. An avid advocate of entrepreneurship, Jessica has worked with two technology startups as co-founder and head marketing strategist. Jessica received her BS in Business Administration from Cal Poly San Luis Obispo, with a minor in Music.

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