What does a culture of continuous improvement truly look like?

It’s not just about processes or metrics. It’s about people — and how leaders engage with them to foster problem-solving, innovation, and sustainable growth. One powerful approach for doing just that? The GAPS framework: Go See, Ask, Pause, Study, a repeatable four-step process pioneered by industry thought leader, Katie Anderson.

Let’s take a closer look at how this mindset can help close performance and communication gaps across your organization, while building a stronger culture of learning and leadership. For a more in-depth look, access our free webinar with Katie here.

Go See: Leadership Begins on the Floor

The first step is simple but often overlooked — go see what’s really happening. Leaders can’t lead effectively from behind a desk. Being present where the work is done builds trust and brings clarity to the current condition. It reveals not just the technical challenges, but the human experiences behind them.

By observing directly, leaders are better equipped to identify issues, understand context, and avoid assumptions.

Ask: Cultivate Curiosity, Not Control

Once you’re present, the next step is to ask. But not just any questions — ask open-ended ones that encourage reflection and ownership.

Instead of jumping to solutions or directives, great leaders use inquiry to invite their teams into the problem-solving process. Asking “What do you think is happening here?” or “What do you think we should try next?” unlocks insights and fosters confidence.

When people feel heard, they’re more likely to take initiative and innovate.

Pause: Create Space for Thoughtful Response

After asking a question, resist the temptation to immediately jump in with a solution. Pause.

This is the leadership superpower most often skipped. Giving team members space to process, respond, and explore options leads to better thinking — and more engaged employees. A thoughtful pause demonstrates that their voice matters and that their input isn’t just being tolerated, but truly considered.

Study: Learn Before You Lead

Lastly, take time to study what you’ve learned.

What patterns are emerging? Where are the real gaps between current conditions and your target state? This step involves stepping back, reflecting on root causes, and considering the long-term impact of potential changes — not just quick fixes.

Study is what turns curiosity into capability.

How Do I Create a Learning Culture at Work?

The GAPS approach is more than a leadership tactic — it’s a cultural shift.

It reinforces the idea that improvement isn’t something handed down from leadership. It’s something cultivated across the organization through daily conversations, observations, and shared problem-solving.

When leaders Go See, Ask, Pause, and Study consistently, they create an environment where:

• Employees feel valued and capable
• Innovation happens organically
• Learning is ongoing, not reactive
• Problems are solved at the source
• Improvement becomes part of the DNA

Start Small, Lead Big

You don’t need to overhaul your entire leadership approach overnight. Try starting with one behavior — maybe it’s taking five extra minutes to see what’s happening on the floor or pausing longer after asking a team member a question.

Over time, these small shifts lead to big cultural change.

At Intertek Alchemy, we help organizations cultivate this kind of leadership-driven improvement with the Alchemy Training System — providing the tools and support to build confident leaders, engaged employees, and a resilient culture of learning.

Where Are Your Gaps?

No matter where your organization is today, there are always opportunities to grow. By embracing the GAPS mindset, leaders at all levels can close the distance between where you are and where you want to be — not by commanding change, but by learning alongside their teams.

Hear more insights on the GAPS approach and leadership strategies by listening to our conversation with Katie Anderson, award-winning author of Learning to Lead, Leading to Learn and host of the Chain of Learning podcast. Watch the webinar recording here.