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How to improve customer satisfaction with Kaizen

4/16/2022

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​Kaizen is a Japanese concept that emphasizes continuous improvement. It targets the processes and outcomes of a business to anchor it for long-term success. 
how to improve customer satisfaction with Kaizen
Although Kaizen is present in Japanese folklore for several decades, it was first applied in the corporate sector post-World War II, to improve manufacturing operations of the Japanese companies. It produced significant results for the Toyota Corporation, which led to the philosophy spreading across the world. Now, Kaizen is used by companies in almost all industry sectors.

Kaizen involves making small incremental improvements in a company. By implementing Kaizen into the company culture, it can be permanent. New employees will be trained in the principles of the Kaizen process, and the change will be sustained for years to come.

When considering how to improve customer satisfaction with Kaizen implementation, organizations must begin by recognizing the problem and identifying opportunities for improvement.

To do this, they should engage cross-functional personnel in the problem-solving process. Then test the proposed solution(s) in small groups before spreading them across the entire organization. The process should be supported by the top leadership of the company and include training and appropriate communication between employees.

A Kaizen committee should be formed of five to ten employees. This committee should meet weekly to discuss ideas for continuous improvement and to summarize the changes made after implementing them.

Let’s take an example of initiating Kaizen in an engineering company.

To get started, a Kaizen team must be established. The team should include a manufacturing engineer, a design engineer, two people from marketing & sales function and a quality engineer, in addition to the Kaizen leader. In some cases, the team should also include customers and suppliers to ensure success.

The team must review the current state of the business, product mix, customer base, complaint records etc. and identify the opportunities for improvement. Once the team has identified these opportunities, they can create a strategy to improve customer satisfaction.

The principles of Kaizen emphasize the value of continuous incremental improvements.

Kaizen-ing runs via Kaizen events. During Kaizen events, the Kaizen team must meet and work together with people at grassroot levels from the sales and marketing function to come up with potential solution(s) to the problem(s). These meetings should be centered around a specific problem such as- an increase in defective products, product returns, delayed deliveries etc. Also, the meetings must be held in a physical location within the company- the Gemba.

Further, two tools which will be extremely helpful in this initiative are- Kaizen board and Taguchi loss function. 

Tip: The Kaizen board is an excellent place to document ideas for improvements. 

Moreover, besides the Kaizen leader, the Kaizen sponsor aka process owner should also hold overall responsibility for the results of the Kaizen event. So, before you can implement a Kaizen board in your company, first make sure your stakeholders are willing to make it happen.

Tip: If Kaizen events are part of your business culture, you may want to consider holding them on a regular basis. Often, a Kaizen team uses a Kaizen Template to stay on track and initiate Kaizen in the organization. Using this method, each member of the team contributes to customer satisfaction and teamwork. You can read more on Kaizen here.

Besides improving the customer relationship process, Kaizen also promotes employee engagement and ownership of the company culture. With the right approach, your organization can benefit from increased employee morale and productivity. The benefits of Kaizen extend well beyond improved customer satisfaction!

Are you planning to initiate a Kaizen culture at your workplace?
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Related reading:

  1. Kaizen for pharmaceutical, medical device and biotech industries
  2. How to cut costs strategically using Kaizen
  3. Streamline processes and workflows with Gemba Walk
​Keywords and Tags:

#kaizen #kaizenevents #gembakaizen  #customersatisfaction #gembawalks  #yamazumiboard  #kaizenboard #Taguchilossfunction
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Jick change model

11/20/2021

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​Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for transformation and continuous improvement to happen and sustain.

Several factors impact success with change management. Jick change model identifies 10 factors popularly known as ten commandments impacting major organizational change. Checkout this video to know more about- What is Jick change model?
​
This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth. 
Are you ready to implement Continuous Improvement at your organization?
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Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #Jickchangemanagementmodel  #Jickchangemanagementframework  #Jickmodelfororganizationalchange   #Jickchangemodel​
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LaMarsh change management model

11/19/2021

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​Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for transformation and continuous improvement to happen and sustain.

Several factors impact success with change management. LaMarsh change model pays special focus on risk-mitigation enroute to organizational change. Checkout this video to know more about- What is LaMarsh change model?

This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth.
​
Watch on …
​Are you ready to implement Continuous Improvement at your organization?
Get In Touch
Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #LaMarshchangemanagementmodel #LaMarshchangemodel #LaMarshchangemanagementframework  #LaMarshmodelfororganizationalchange  
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Fischer change model explained

11/13/2021

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Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for transformation and continuous improvement to happen and sustain.

Several factors impact success with change management. Fischer change model identifies twelve different emotions employees go through during organizational change. These emotions are neither sequential, chronological nor synchronic.

Change leaders can then group employees based on the emotions they match the Fischer scale and then appropriately help them deal with the change. Checkout this video to know more about- What is Fischer change model?

This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth.

Watch on …
Are you ready to implement Continuous Improvement at your organization?
Get In Touch
Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #fischerchangemanagementmodel #fischerchangemodel #fischerchangemanagementframework  #fischermodelfororganizationalchange  
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Lippit- Knoster change management model

11/10/2021

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Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for business transformation and continuous improvement to happen and sustain.

Several factors impact success of managing change. Change management models take into account these factors while designing organizational change framework. Lippit- Knoster change model, also known as Knoster model, is one such important change management tool.

The Lippit- Knoster change model considers six elements impacting change. Checkout this video to know more about- What is Lippit- Knoster change management model?

This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth.
​
Watch on …
Are you ready to implement Continuous Improvement at your organization?
Get In Touch
Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #knosterchangemanagementmodel #knosterchangemodel #knosterchangemanagementframework  #knostermodelfororganizationalchange  #lippitknosterchangemodel
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Conner change management model

11/9/2021

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Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for transformation and continuous improvement to happen and sustain.

Several factors impact success with change management. Apropos, several change management models have been designed over the years to facilitate organizational change. Conner change model is one such important change model.

Unlike, other change models, Conner change model works on the philosophy that a leader’s role in change management is not to make employees feel happy about the change. Rather, leaders must help employees succeed (with organizational change) despite the discomfort. Checkout this video to know more about- What is Conner change model?

This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth.
​
Watch on …
Are you ready to implement Continuous Improvement at your organization?
Get In Touch
Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #connerchangemanagementmodel #connerchangemodel #connerchangemanagementframework  #connermodelfororganizationalchange
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Nadler-Tushman congruence change model

11/2/2021

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Change management is an important component of business transformation and continuous improvement projects. And it is vital that change management be successful in order for transformation and continuous improvement to happen and sustain.

Several factors impact success with change management. Nadler-Tushman congruence change model is a more recently developed change framework and is based on systems thinking. Checkout this video to know more about- What is Bridges transition change model?

This video belongs to my YouTube video series- One-minute guide to continuous improvement where I explain various topics related to continuous improvement for operational excellence and business growth.
​
Watch on …
Are you ready to implement Continuous Improvement at your organization?
Get In Touch
Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Related videos:

  1. One minute continuous improvement guide series.
  2. Kaizen explained with examples and case studies.
  3. Change management.
Keywords and Tags:

#changemanagement  #continuousimprovement #businessprocessimprovement #changemanagementessentials  #changemodels #changeimpactanalysis #impactanalysis #howtomeasurechange #successfulchangemanagement #changemanagementmodels  #organizationalchangemanagement  #differenttypesoforganizationalchange    #nadlertushmancongruencechangemanagementmodel #nadlertushmancongruencechangemodel #nadlertushmancongruencechangemanagementframework  #nadlertushmancongruencemodelfororganizationalchange
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