With software, the genba is not the office. It is the codebase. Managers don't need to be making commits that get merged into production, but they should be constantly familiar with the codebase that their team is responsible for, and capable of playing with it and try out ideas. See the technical debt with their own eyes. Understand firsthand why their report says that making certain minor changes is such a difficult task.
Bingo!
In addition, it gets very difficult to critique a commit made by a manager (or worse a director who still wants to code) which is not consistent with rest of the team or the technical goals. They may have the best intentions but not reflect the current design/techniques that the rest of the team are using to improve the code base. The power structure just doesn’t allow the team to work. Seen many good people quit over this.
I'd agree to this, if you include the individual contributors in the set of "users".
If you are a direct manager of a technical team, that point should already be covered. You are always in contact with the working team. You are already in contact with the people knee deep in the work: that’s your the tech leads, the junior and senior engineers and the WPM working for you. Just ask them what’s happening and where process needs work. If you can’t trust your team, well, you have bigger issue than the quality of the code.
This has nothing to do with trust, and is entirely because different people with different experiences in life tend to see different things when they look at a situation.
> With software, the genba is not the office. It is the codebase.
Amusing aside: my dictionary includes "scene of the crime" in the translations for "genba".
Thus requires a deep hierarchy of managers to even out the administrative burden and give everyone time to do technical work.
What confuses me is that in my experience, a deep hierarchy of managers tends to lead to each layer inventing more administrative work for themselves and the layers below, not help take the burden off...
What you should ensure is that they can do that. That their schedule permits this. If they are the right people, they will gladly take the opportunity.