1. KAIZEN
Wellness and Spa Service Quality Management
Wellness & Spa Service Design & Management
Lika Dumbadze
2. What is Kaizen?
Kaizen (改善) Japanese The word refers to any improvement, one-
time or continuous, large or small, en English synonym is
"improvement".
Kaizen in business refers to activities that continually improve all
functions and involve all employees from CEO to the assembly line
workers
Kaizen was first implemented in Japanese business (Toyota)
Kaizen method became famous by the book of Masaaki Imai
“Kaizen: the key to Japan’s competitive success”
3. Two elements of Kaizen
1. Improvement change for better
2. Ongoingcontinuity
4. What is Kaizen Method?
Kaizen is a daily process which goes beyond simple productivity
improvement
Smaller experiments which leads to big change and new
improvement. Sometime this is the line supervisor's key role
A person who makes a large contribution in the successful
implementation of kaizen during kaizen events is awarded the
title of "Zenkai".
6. Improvement Responsibility - Functions
Top Management
Inovation
Middle management
Kaizen
Supervisors
Maintenance
Operating Team
Lika Dumbadze
7. Innovation
•Drastic improvements in current
processes
Kaizen
•Small continuous improvements
in current processes
Maintain
Improvement
•activities directed to maintaining
current technological, managerial
& operating standarts
Lika Dumbadze
How kaizen works
9. Eliminating Waste is not a Problem -> Finding
Waste is a Problem
SEVEN WASTE
Transportation unneeded
Overproduction
Mistakes
Deffects
Waiting
Inventry
Processing Unwanted
TOM D. WIP
10. Typical challenges in Hotel Industry
Challenges
Inefficient processes causing
guests to wait – at check-in or
check-out
A high degree of variability
and inconsistency in service
delivery
Frequent breakdowns of
critical equipment
Lack of involvement by
people in everyday problem-
solving
Opportunities
Improving speed and
efficiency of check-in
Implementing ‘Standard
Work’ reduce inconsistencies
in service delivery
‘Planned’ and ‘Autonomous’
Maintenance to reduce
machine breakdowns
Engaging entire workforce
the improvement process
11. The Difference Between Knowing
some thing & SUCCESS lies in DOING!
Kaizen emphasizes the well-being of the employee, working
smarter, not harder and developing best practices so that workers
don't have to think. As such, Kaizen is an ideal approach to
improve one's personal workflow
12. Resources
Lareau, W. (2003, July). Office Kaizen: Transforming office operations
into a strategic competitive advantage. Quality Press, Milwaukee, WI.
Wikipedia. (2006, August). Kaizen. Retrieved August 14, 2006, from
http://en.wikipedia.org/wiki/Kaizen
Robin, F. (2013) A Study of Using the Principles of Lean, Kaizen, and Six
Sigma at the Ocala Police Department to Improve Customer Service to
the Community
Cheser, R. (1994). Kaizen is More Than Continuous Improvement,
Quality Progress, April, pp. 23-26.
Imai, Masaaki (1986). Kaizen: The Key to Japan's Competitive Success,
McGraw-Hill Publishing Company, New York NY.
Kandebo, S. W. (1995). Sikorsky Boosts Quality, Cuts Costs with Kaizen,
Aviation Week & Space Technology, 1 May, pp. 39-40.
13. Questions
What was your last personal Kaizen?
Why there are a lot of companies which are not using
Kaizen method in their work?
14. Thank You For Attention
Remember Kaizen is all about Team Work!
Lika Dumbadze
2015
