Spotlight: 
Discover how the Kaizen methodology can enhance customer satisfaction through continual incremental improvements. This blogpost delves into the principles of Kaizen, provides an example and a case study of its application in an engineering company (but the learnings can be applied to any industry sector), and offers tips for successful implementation in today's business environment.

Improving customer satisfaction is key for increasing sales. Also, it is a focal point for improving a company's operational excellence.

Several operational excellence methodologies are known to improve customer satisfaction viz. TQM, Lean Six Sigma, Balanced Score Card, Kaizen etc. In this blogpost, I shall touch upon how to improve customer satisfaction using Kaizen.

Background of Kaizen Methodology:
​
Kaizen is a Japanese concept that emphasizes continual improvement. It targets the processes and outcomes of a business to anchor it for long-term success. 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 Principles:

Kaizen involves making small incremental improvements in products, services, processes and culture of a company. These incremental changes done consistently, bring-in exponential benefits such as increased profits, saved costs, higher productivity, sales, customer satisfaction etc.


Kaizen for Increasing Customer Satisfaction:

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. PDCA (Plan-Do-Check-Act) cycle is usually used for Kaizen implementation. The Kaizen campaign must be supported by the company's top leadership and employees. Any resistance must be resolved via improved motivation, employee engagement, counseling and transparent communication. Employees must be encouraged to voice their concerns and also offer suggestions for improvement.

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

Tip: To know more about how to initiate Kaizen at your company check out my book on How to Use Kaizen for Increased Profitability and Organizational Excellence. If yours is a pharmaceutical or a biotech setup, check out this book Kaizen for Pharmaceutical, Medical Device and Biotech Industries.


Example of Initiating Kaizen in an Engineering Company:

Let’s take an example of initiating Kaizen in an engineering company to improve customer satisfaction.
​
Improving customer satisfaction with Kaizen involves continual, incremental changes focused on enhancing product/ service quality and efficiency. By regularly soliciting and incorporating customer feedback, you can identify and address pain points in the customer journey. Additionally, empowering employees to suggest and implement improvements fosters a culture of customer-centric innovation, leading to higher customer (as well as employee) satisfaction levels.

To get started, a Kaizen champion and taskforce must be established. The Kaizen champion will lead the campaign and he/she will report directly to the company's CEO or the management board. 

The taskforce should include the Kaizen champion, a manufacturing engineer, a design engineer, a quality engineer and two people from the marketing & sales function. In some cases, the team should also include business partners, customers and suppliers to ensure success.

Tip: Besides the Kaizen champion, the Kaizen sponsor aka process owner should also hold overall responsibility for the results of the Kaizen event. So, before you implement Kaizen in your company, first make sure your stakeholders are willing to make it happen.

The Kaizen taskforce must review the current state of the business, product mix, customer base, complaint records etc. and identify the opportunities for improvement. Also, Gemba Walks must be done periodically. I have a separate blogpost on Gemba Walks; you may check it out here. Also, checkout my blogpost on Dos and Don'ts of Gemba Walks here.

Once opportunities of improvement for increasing customer satisfaction are identified by the taskforce, a Kaizen implementation strategy must be designed as well as the execution roadmap.

Remember, the principles of Kaizen emphasize the 'value' of continual incremental improvements. By implementing Kaizen into the company's culture, it can be permanent.

Tip: Make sure that new hires are trained in the principles of the Kaizen process. Also do refresher training periodically for current employees, so that the changes are sustained for years to come.

Kaizen-ing runs via Kaizen events.


Conducting Kaizen Events:

During Kaizen events, the Kaizen taskforce 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 product returns, defective products, delayed deliveries etc. Also, the meetings must be held in a physical location within the company- the Gemba; in Japanese Gemba means the actual workplace.


Utilizing Digital Tools:

Conducting Kaizen events in the Gemba, that is the actual workplace, allows for a direct, in-depth understanding of the processes and problems. It facilitates real-time observation and problem-solving, enhancing the relevance and effectiveness of continual improvement strategies.

However, physical presence isn't always feasible, for instance, the process is worked at multiple locations of the company, participants can't/ don't want to travel frequently etc. In such cases, the Kaizen champion must hold meetings at Gemba, that is the primary location where the proposed process (for improvement) is being worked. People close to the process must be physically present at the meeting and other stakeholders, process owners etc. can join the meeting virtually.

Tip: It is a myth that virtual Kaizen meetings are not effective. Utilizing digital tools like video conferencing, shared digital whiteboards, and real-time data sharing platforms, teams can collaborate, analyze, and brainstorm improvements remotely, maintaining the spirit of Kaizen by adapting to modern, flexible work environments.


Kaizen Tools:

There are over hundred useful tools viz. Value stream map, SIPOC diagram, Spaghetti maps etc. which help in identifying areas of improvement, potential solution(s), implementation, monitoring and sustaining the changes. Also, several change management models are helpful in installing Kaizen smoothly and with minimal disruptions to the business activities. Checkout more about change management models in my video series- Organizational change management.

Moreover, two tools are extremely helpful in Kaizen initiative for increasing customer satisfaction- Kaizen board and Taguchi loss function. 

1. Kaizen board: The Kaizen board is an excellent place to document ideas for improvements. It helps the Kaizen taskforce to track progress, identify issues, and implement solutions in real-time. The board typically displays tasks, goals, and improvements at various stages of completion.
2. Taguchi loss function: This is a graphical representation of how an increase in variation within specification limits leads to an exponential increase in customer dissatisfaction.

Along with the Kaizen board, the taskforce often use a template to stay on track to initiate Kaizen in the organization. Using this method, each member of the team contributes towards improving the customer relationship process.


Case Study:

Initiating Kaizen in the above-referred medium-sized engineering company led to remarkable results in various aspects of their operations.

One notable outcome was streamlining the production processes and increasing inventory turns.

The company focused on continuous improvement by involving employees at all levels to identify inefficiencies and propose solutions. As a result, the company saw a 30% reduction in production lead time and a 25% increase in overall productivity.

Quality control improved significantly, with defect rates dropping by 40%.

Additionally, the Kaizen initiative nurtured a culture of collaboration and innovation, leading to enhanced employee engagement and a motivated workforce. These improvements not only boosted the company’s competitive edge but also resulted in substantial cost-savings, higher customer satisfaction and market share. 


Adapting Kaizen to Today's Business Environment:

In today's rapidly changing business landscape, integrating Kaizen with digital transformation initiatives can significantly enhance productivity as well as customer satisfaction.

Digital tools and platforms have made it easier for teams to collaborate in real-time, share feedback instantly, and implement changes more swiftly and efficiently. Also, utilizing data analytics to identify customer pain points and employing automation to streamline processes can amplify the benefits of Kaizen.

Additionally, fostering a culture of continuous improvement through regular virtual training sessions and collaborative digital platforms ensures that, all employees are aligned with the Kaizen principles, even in a remote or hybrid work environment.

Embracing sustainable practices within the Kaizen framework is yet another way to stay relevant. Customers today are increasingly conscious of environmental and social issues. Implementing eco-friendly processes and demonstrating a commitment to corporate social responsibility can enhance customer satisfaction.
Furthermore, in an era where customer expectations are higher than ever, Kaizen's emphasis on small, incremental improvements can help businesses stay agile and responsive.

By continually refining processes and products based on real-time customer feedback, companies can better meet customer needs, enhance their experiences, and build stronger, more loyal customer relationships. This proactive approach not only boosts customer satisfaction but also gives businesses a competitive edge in an increasingly dynamic market.


Conclusion:
Besides improving the customer relationship process, Kaizen also improves employee engagement and overall mojo in the organization. With the right approach, your organization can benefit from increased employee morale and productivity. ​Remember, the benefits of Kaizen extend well beyond improved customer satisfaction! 

Are you planning to initiate a Kaizen culture at your workplace? Contact us for more information.
​​

Related reading:

1. How to cut costs strategically using Kaizen
2. Streamline processes and workflows with Gemba Walk
3. Convert business efficiency with Spaghetti models.
4. Taguchi loss function. ​
5. How to Use Kaizen for Increased Profitability and Organizational Excellence.

​​Follow Shruti on Twitter, YouTube, LinkedIn

​Categories:  Leadership | Kaizen | Voice of customer


Keywords and Tags:
#Kaizen #ContinuousImprovement #CustomerExperience #LeanMethodology #BusinessStrategy #ProcessImprovement #EmployeeEngagement #DigitalTransformation #Sustainability #CustomerSatisfaction #ContinualImprovement #OperationalExcellence #PDCACycle #Gembawalks #KaizenEvents #CrossFunctionalTeams #DigitalTransformation #SustainablePractices #Taguchilossfunction  #kaizenchampioncertification

Don’t have a large team or budget to execute Lean Six Sigma, TQM, ISO or such process improvement methodology at your workplace? Not to worry, it is the attitude of continuous improvement which is vital for creating operational excellence.

Many small organizations have human resources and/or budget constraints. But even with a small team of a single employee and an optimistic attitude of continual improvement, organizations can create operational excellence by installing Lean Kaizen.

Though, Lean Kaizen here has been illustrated in the pharma sector, the principles can be extended and used in any manufacturing sector.

Checkout the whitepaper...

Feel free to download this whitepaper for personal reading, but not for sale or resale. Hope you find it helpful. Reach out to me if you have questions.


Related Reading

1. How to cut costs strategically using Kaizen
2. Revolutionizing industries with Lean Six Sigma
3. Streamline processes and workflows with Gemba Walk.
4. Top Ten Strategic Decision-Making Tools for Operational Excellence
5. Popular Continuous Improvement Workshops & Webinars for Manufacturing Industries
6. Mistake-Proofing Pharmaceutical Product Development, Manufacturing and Logistics, Cost Savings via Poka Yoke
7. Popular Continuous Improvement Tools.

Follow Shruti on Twitter, YouTube, LinkedIn

Categories: Kaizen | Life Sciences | Whitepaper

Keywords and Tags:

​​#Kaizenforpharma #LeanKaizen #StrategicKaizen #kaizen #operationalexcellence #continuousImprovement #ProcessImprovement  #ProcessEfficiencyImprovement #BusinessProcessImprovement #BusinessTransformation  #JapaneseKaizen #KaizenEvents #processoptimization

Implementing Kaizen principles for process optimization whitepaper presents how Kaizen implementation can augment pharmaceutical process optimization.

Though, Kaizen here has been illustrated in the pharma sector, the principles can be extended and used in any manufacturing sector.

Checkout the whitepaper...

Feel free to download this whitepaper for personal reading, but not for sale. Hope you find it helpful. Reach out to me if you have questions.

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
4. How to improve customer satisfaction with Kaizen​
5. How to Use Kaizen for Increased Profitability and Organizational Excellence.

​​Follow Shruti on Twitter, YouTube, LinkedIn

Categories: Kaizen | Life Sciences | Whitepaper

Keywords and Tags:

​​#Kaizenforpharma #LeanKaizen #StrategicKaizen #GembaWalk #GembaKaizen #ContinuousImprovement #ProcessImprovement  #ProcessEfficiencyImprovement #BusinessProcessImprovement #BusinessTransformation  #JapaneseKaizen #KaizenEvents #processoptimization

Lean Kaizen:

Lean Kaizen is a continuous improvement methodology to get rid of excess waste involved in a process. Lean identifies waste as- Muda (waste in manufacturing system), muri (waste due to overburden) and mura (waste created due to unevenness of workloads). Kaizen is the foundation of Lean methods of production and focuses largely on reducing, or eliminating waste, increasing productivity, and attaining continual improvement of organizational processes.
 
Lean Kaizen incorporates Kaizen’s ideas of continual improvement and focuses on making/ applying small changes for a significant amount of time, to achieve desired results. This method involves all types of employees (i.e. full-time, part-time, contract etc.) at different levels within the company and requires complete involvement by everyone, to allow anyone to speak up regarding problems being faced at the workplace and ways of improvement.
 
The main technique often used here involves analytical aspect and includes methods such as ‘5-Whys’ and ‘Ishikawaka’ to pinpoint ways of reducing waste in certain areas of production.  A Kaizen implementation plan is then designed, which is often applied almost immediately. The solutions involved are typically minute and more solutions are added as problems arise.
 
It is necessary to assess and follow up on the actions for improvement, to be able to analyze how well the plan is working and to make sure that it continues to be applied for a long period. The system of Kaizen allows all employees to have a say in the decision-making and boosts employee morale within a company. Since this method is continuous in action, employees can choose to speak up on issues when they occur – which allows for solutions to make a significant impact. Therefore, solutions via Lean Kaizen methodology are absolutely customized to the type of problems occurring in a section or department. Hence, Lean Kaizen creates a customized solution not only specific to an industry segment but it is company- specific too.
 
Though Kaizen does appear to focus on fixing manufacturing process related problems, it is also used to improve the organization as a whole. Hence, Lean Kaizen plays a critical role in overall business process improvement.
 
Anything that positively contributes to the safety, efficiency or productivity of the organization is greatly valued in Lean Kaizen methodology. While employees can come up with ideas at their own leisure, it is often encouraged by organizations to arrange brainstorming sessions on a regular basis. Typically, in a brainstorming session, employees are given a topic to focus on and discuss possibilities of improvement regarding the given subject.
 
It is most effective for these brainstorming or Kaizen sessions to include around five to seven people. The numbers vary on the company size, markets of operation, employee strength, number, frequency, and magnitude of problems etc. Organizations targeting improvement via Lean Kaizen should generally allow for employees that are involved in the session to have some time off during their workday to come up with solutions. The reason Kaizen sessions work well is because different viewpoints are heard and can help bring about a solution that works for all.

Lean Kaizen is extremely difficult to implement in life sciences companies viz. pharmaceuticals, herbal products etc. Lean advocates small batch sizes. Improper use of Lean Kaizen on a pharmaceutical company shop floor produces poor operational output. For example- small batch sizes may mean higher percentage of granules wasted on a high-speed tablet-press, while working on low-speed tablet machines would directly impact productivity negatively.
 
Implementing ‘one piece flow’ i.e. a process in which each product moves through the production process, one unit at a time, is difficult to implement in the traditional pharmaceutical manufacture of capsules, tablets and other dosage forms. One piece flow might, however, work with additive manufacturing i.e. 3D printing.
 
Furthermore, pharmaceutical manufacturing requires meticulous cleaning and line clearance between batches, unless it is a dedicated line for a product. To avoid line clearance procedures for dedicated lines, batches must have same blend compositions and products be dose proportionate. What that means is- if a tableting line produces Product A having multiple strengths 100 mg, 150 mg, 200 mg and 300 mg, then batch of 100 mg label claim must be manufactured first, followed by others in ascending chronology.
 
In all other scenarios, such as, non-dedicated lines, different blend compositions and/or non-dose-proportionate products, obtaining line clearance between batches is a must. This stipulation disallows quick changeovers on the shop floor. For example, a clean-in-place process may require a full day and line clearance may not be received as test results may not be available to QA. Such incidences usually happen since line clearance tests are complex and take time. For example- if a microbiology study is involved, line clearance test results may get delayed by 5-15 days!
 
Lean manufacturing technique cannot be applied as-is to pharmaceutical Ops. However, Lean principles combined with Kaizen philosophy can be applied to improve pharmaceutical operational productivity, control WIP, reduce cycle times, variations and enhance process efficiency.
 
Some of the key scenarios where improvement via Lean Kaizen is extremely helpful:

• Ailing business needs a turnaround.
• Little or no leadership from top management.
• Persistent cashflow problem.
• Infrequent management reviews.
• Top talent not used adequately.
• Poor support from finance, IT, maintenance team, human resources, marketing, R&D functions to manufacturing.
• Trouble-shooting expertise within manufacturing is inadequate.
• High manufacturing overhead.
• Company wants to implement advanced manufacturing techniques, go for automation, digitalization etc.
• Poor collaboration between various functions within the organization.
• The focus is on training, not on improvement.
• Poor communication of initiatives and progress- tracking.
• Lack of appropriate recognition and rewards.
• Projects not tied to business goals.
• Poorly defined project goals, scope, and metrics.
• Project management effectiveness is poor, for example- too many scope creeps, projects going over-budget or over-timelines etc.
• Wrong project teams.
• Infrequent team meetings.
• Quality problems in processes, products, and services.
• Too many non-compliances cited during audits.
• Delays with procurement and irregularities with supply chain.
• Vendor management needs to be improved.
• Delays with hiring. Too many open positions in the organization.
• Backorders at shopfloor; demand not met despite infrastructure capability.
• Lot of reworks.

Benefits of Lean Kaizen:

Lean Kaizen methodology involves making small changes within an organization and implementing these changes on a continuous basis. These improvements allow organizations to reduce waste and improve productivity. The method involves all workers of the company and allows everyone to have a say regarding possibilities of improvement, as well as pinpointing methods that are not efficient or could be made better. Unlike workshops that take place annually or monthly, Lean Kaizen is implemented regularly and continuously.
 
The ideas that are addressed in Lean Kaizen are often small since this method works effectively when small changes are made. These small changes tend to improve important aspects of the company such as efficiency, safety, and productiveness. Aside from working on aspects that are deemed problematic within a process, Lean Kaizen also encourages workers to speak up regarding all aspects of improvement.
 
The best advantage of Lean Kaizen is that it greatly reduces waste. This can include waste from transportation, supply chain logistics, skills, inventory, processes, and production. It also lowers costs, increases safety, allows for more efficient delivery, and improves customer satisfaction.
 
Another advantage of implementing Lean Kaizen is that it creates a lot of clutter-free space due to the elimination of unnecessary items. It also increases the quality of the product, uses assets in a better manner, improves communication and allows employees to feel valued in the company. Since employees are a significant part of the Kaizen campaign, they feel empowered and contribute to the organization’s cause in a big way and tend to augment their loyalty and dedication.
 
Employees that are continuously assessing their environment to find methods of improvement have a higher chance of addressing necessary changes within the workspace. Since employees that are involved tend to have higher morale, they work more effectively and experience more job satisfaction.
 
Since Lean Kaizen focuses on making small changes, the results are immediate. When an organization chooses to undergo large changes, it takes much more time to see results and there may be several negative drawbacks as well.
 
It is still necessary for companies to undergo large changes for certain projects. However, Lean Kaizen has a positive effect on the entire process by making it easier to implement in increments and to analyze detailed aspects as well as the bigger picture.
 
The reason Lean Kaizen is widely used and favored is because it is a continuous method that continually makes little improvements, that greatly improves the processes of an organization and lowers waste.
 
Lean Kaizen is used by life sciences companies throughout the world and continues to work well for organizations of all sizes and segments. However, it is good to be aware of the limitations of Lean Kaizen before implementing this method to your organization.
 
Limitations of Lean Kaizen:

A large drawback of Lean Kaizen is that it requires organizations to change their governance style and communication methods. It can be hard for companies that are used to working in a certain way, to suddenly make changes to their work style. For Lean Kaizen to take off the ground, companies must allow open communication and empower employees to speak up on issues around their workplace. Lean Kaizen will not work at all sans transparent dialogues between everyone in the workplace.
 
Another limitation noted in Lean Kaizen is that this method focuses largely on reducing waste, which can withdraw focus from other important aspects. Change management procedures must be extremely efficient to make the Lean Kaizen campaign a success.
 
Usually implementing Lean Kaizen has a positive spin on employees (since they are valued), however, it can rake-up fear of losing their jobs or may feel threatened because changes at workplace might displace them from their ‘comfort zone’.
 
It is necessary for all employees to be well-informed and aware of the real reasons for implementing Lean Kaizen. Otherwise, the drive that motivated workers during the initial stages can dwindle down over time. This is especially harmful if the solutions have not yet been put to action. The organization will not receive the desired results and can deter employees from wanting to continuously use Kaizen strategy.
 
Implementing Lean Kaizen can be quite stressful since it becomes a new focal point within the organization. It can cause the work area to become more detached and objective since employees may feel continuous pressure to exceed their prior performances. If stress levels in workers become too high, then it can have a negative effect on both efficiency and productivity of the workforce.

Conclusion:

Implementing Lean Kaizen principles for process optimization in pharmaceutical manufacturing is a journey that requires commitment, teamwork, and continuous effort. However, the benefits are well-worth the investment. By focusing on continual improvement, waste reduction, standardization, and employee engagement, pharmaceutical companies can achieve greater operating efficiency, higher product quality, and a competitive edge within the sector.
 
Lean Kaizen's principles align with the pharmaceutical industry's commitment to providing safe, efficacious, cost- effective and patient-centric medications while striving for innovation and operational excellence. Learn more about how Kaizen can help your company here.

An important point to note is that Lean Kaizen is a top-down methodology, so it starts at the top of the management ladder. Company leaders must believe in the Lean Kaizen philosophy and visualize ways to use Lean Kaizen to improve their business. Next this vision and Lean Kaizen mission must percolate down in the organization so that employees are excited to participate in the process improvement campaign. Do you know, a highly motivated Lean Kaizen workforce can bring about big process improvements in as less as 7 days!

If you are looking to install strategic Lean Kaizen process improvement initiatives at your workplace, let's talk...
Contact us at https://www.drshrutibhat.com/contact.html 

Checkout more on Lean Kaizen in my book Kaizen for pharmaceutical, medical device and biotech industries.


Related reading:

1. How to cut costs strategically using Kaizen
2. Revolutionizing industries with Lean Six Sigma
3. Streamline processes and workflows with Gemba Walk.
4. Top Ten Strategic Decision-Making Tools for Operational Excellence
5. Popular Continuous Improvement Workshops & Webinars for Manufacturing Industries
6. Mistake-Proofing Pharmaceutical Product Development, Manufacturing and Logistics, Cost Savings via Poka Yoke
7. Popular Continuous Improvement Tools.

Follow Shruti on Twitter, YouTube, LinkedIn


Categories:  Whitepaper | Kaizen | Operational Excellence


​Keywords and Tags:

#Kaizenforpharma #LeanKaizen  #ContinuousImprovement #ProcessImprovement  #ProcessEfficiencyImprovement #BusinessProcessImprovement #BusinessTransformation  #JapaneseKaizen #KaizenEvents #processoptimization

When implementing a Kaizen implementation strategy, it is essential to create a culture of continuous improvement. 

There are three critical components of a culture of continuous improvement: 

1. Aligning goals with business strategy.
2. Creating an operational excellence team.
3. Establishing the culture.

​These steps will help you create a successful Kaizen implementation. If you want to make your organization an operational excellence champion, follow these steps. You'll soon be on your way to building a culture of continuous improvement!
 
Aligning goals with business strategy-
Aligning goals with your business strategy is the first step in implementing a Kaizen program. This process emphasizes the need for constant improvement. Kaizen methods have helped many organizations increase employee productivity and lower costs, while improving customer service and satisfaction. The ultimate goal of any organization is operational excellence, and Kaizen implementation is one way to achieve it. While projects and tools can help, a true culture change can be achieved with Kaizen. All employees are encouraged to participate in the improvement process. 
 
The next step is to align goals with the overall business strategy. Developing an operational excellence mindset requires the company to align its goals with its business strategy. By doing this, all members can see the value flow through the business. Moreover, successful implementation of Kaizen practices requires businesses to focus on improving their value proposition and delivery. 

​​Now let's take a look at the second critical component of continuous improvement culture- creating an operational excellence (OpEx) team.


Creating an operational excellence team-
​Creating an operational excellence team will require a commitment to a vision that is aligned with the company's strategic objectives. The vision can be product or growth-oriented, or even market-focused. It should be communicated to all employees, to ensure alignment of effort and resources. Once all employees are on board with the new strategy, implementation will be easier. However, a company wide OpEx strategy will require time, resources, and education to be successful.
 
Before implementing any improvement initiative, a company should define an optimal value stream and work toward achieving it. Once a company has defined the optimal value stream, it should select a project that is both timely and effective. The company should then expand its operational excellence team by hiring more staff and establishing a portfolio of improvement projects. This team should be rewarded for its accomplishments and recognize the individual contributions of its frontline operational excellence leaders.
 
In order to implement a Kaizen implementation successfully, an organization must first determine what operational excellence is. To determine if a process meets those criteria, management must identify the problem and determine how to resolve it. An effective operational excellence team must be committed to bringing changes and identifying recurring problems. However, the team must be willing to embrace change and sacrifice old ways of doing things. It is vital to measure progress and make sure everyone understands what it means to achieve the goals.
 
When implementing a Kaizen program, companies must realize that they cannot achieve operational excellence without aligning their goals with the organization's strategic objectives. Without this alignment, improvement efforts tend to float in circles, with little or no strategic impact. Ultimately, it is imperative to align goals with strategic objectives. Only then can Kaizen efforts benefit the entire organization and its customers.

Coming to the third critical component of continuous improvement culture- establishing the culture of continuous improvement at your workplace. 
 

Creating a culture of continuous improvement-
Creating a culture of continuous improvement is important, but how do you make it stick? The key is to get everyone involved. Rather than enlisting the help of managers and top executives, employees should make suggestions for improvement. While not every suggestion will be successful, many will. Employees are most familiar with areas that need improving, so gaining their input can be invaluable. Below are some tips for making Kaizen work at your organization:
 
Commitment:
Kaizen requires the commitment of every member of the organization. There must be no "us versus us" mentality. All must work toward the same goal. For example, some automobile factories hold daily meetings of small teams to discuss one small change that can improve a process. This process must be conducted regularly, daily, and in a routine. Once implemented, the company will be on the road to continuous improvement.
 
Motivation:
Employees should be encouraged to take responsibility for the quality of their work. Kaizen will improve processes while instilling a sense of teamwork and ownership. Employees will be motivated to work on the problems they select and will be more likely to find a solution if everyone is involved in it. Recently published studies (referred below) revealed that only 32% of US workers were engaged in their work, while 17% were ‘actively disengaged’. Moreover, a steady decline in employee engagement is observed when you study reports from year 2020 till date. Globally, only 23% of employees are engaged at work.

These figures are truly alarming and it's about time business leaders change the way work gets managed. In my view employee engagement is not just a HR (human resources) function. HR surely has a big role to play, but taking care of your people is a primary role of a team leader, doesn't matter at what step he/she is on the corporate ladder. 

Getting employees involved and motivated is key for bringing about operational excellence. And Kaizen is one of the surest, easiest and cost-effective route for increasing employee engagement and in turn operational excellence. 

​Read more on Kaizen here.




​References-

1. U.S. Employee Engagement Needs a Rebound in 2023
2. Disengagement Persists Among U.S. Employees
3. State of the Global Workplace: 2023 Report

In today's highly competitive and dynamic business scenario, companies are constantly seeking ways to enhance quality, reduce costs and improve overall operational excellence.

Same is true with the global pharmaceutical industry as well. Traditionally, pharma companies have implemented Lean Six Sigma, ISO and TQM in their pursuit of operational excellence. Though these methodologies are great, they require significant input of time and money before results can be witnessed. Kaizen on the other hand, shows equally good or sometimes better results within significantly less time and budget. Hence, Kaizen is called the ‘shortcut to operational excellence’.

• Top ten strategic decision-making tools for operational excellence.
  
• Popular Continuous Improvement Tools.
• How to Choose a Business Process Improvement or Continuous Improvement project?

History of Kaizen-

Kaizen was developed in Japan and means ‘Make Better’. The concept of Kaizen was prevalent in Japan folklore for a long time. But it was introduced in the business sector after the second world war. Originally it was used in the auto industry, but since then, Kaizen has found widespread use in almost all industry sectors be it manufacturing, service, government organizations or educational institutions. Since, Kaizen needs minimal resources, it can be implemented in big and small organizations and even startups.

Implementing Kaizen principles in the pharmaceutical industry can be a game-changer. In this blog post, I shall touch upon how pharmaceutical manufacturing and business processes can be optimized by implementing Kaizen, consequently leading to increased efficiency, reduced waste, and higher-quality efficacious products.


Understanding Kaizen Principles-

Kaizen methodology is broadly founded on three pillars- people, processes, and profit- Collectively, it includes continual improvement, teamwork and consistent gemba walks in order to transform a business or bring about operational excellence within an organization.
​

1. Continual improvement- This simply means that no process is ever perfect and that there is always room for improvement. Successful Kaizen-ing needs incremental process improvements done consistently. Now pharma manufacturing is highly regulated, and processes once set can’t be changed since product dossiers are approved by FDA to fetch marketing authorization. Yet, Kaizen can be implemented in pharma manufacturing while making sure approved dossier contents as well as SUPAC guidelines are complied with. Adapting Kaizen to pharma processes (both technical and business processes) brings-in a savings of as much as 40% year-on-year.
2. Teamwork- Kaizen-ing requires a motivated and engaged workforce. To get best output from Kaizen implementation, teamwork is vital. In pharmaceutical manufacturing, this means that individuals from various departments i.e. a cross-functional team, must work together to identify areas of improvement thus creating a practice and culture of collaboration.
3. Gemba walks- Gemba in Japanese means ‘the actual workplace’. Gemba walks in the pharma manufacturing sites must be conducted on a regular basis to identify improvement opportunities while ensuring cGMP is always complied with. I’ve a detailed blogpost on Gemba walks, check it out here.

Note that, Kaizen can be applied to traditional setups as well as Industry 4.0, but Kaizen must be customized for your workplace. That is, it is not a one-size-fits-all kind of technique that someone can apply by simply reading a book or watching a video. Yes, a book or video on Kaizen will certainly help you with commencing your Kaizen journey, but a Kaizen Expert leading your Kaizen initiative will deliver as much as 5x in terms of ROI. That is because- Accuracy in Kaizen strategy planning and deployment is the key to its success.


Applying Kaizen to Pharmaceutical Manufacturing

The ultimate goal of Kaizen-ing in pharma companies is to streamline processes and maximize value for the organization, healthcare professionals and primarily the patients. After touching upon the Kaizen principles, I shall now dive into how Kaizen methodology can be effectively applied to pharmaceutical manufacturing:

1. Reduce Waste and Improve Efficiency
One of the fundamental objectives of Kaizen is to identify waste and find ways to eliminate it. Waste can take various forms in the pharma industry, including time, resources, materials and non-compliance to cGMP. By applying Kaizen, we can identify and eliminate the non-value-added activities in the pharma manufacturing processes, thus bringing about a reduction in production cycle time, lower overheads and increased productivity.

2. Standardize Processes
For pharma products to comply with specifications, it is paramount that the manufacturing process output is consistent and reproducible. Applying Kaizen fosters process standardization and development of best practices in tune with cGMP mandates. And this process standardization eliminates deviations, variations, defects, rejects, rework and enhances product quality.

3. Streamline Changeover Procedures
Many a times pharma manufacturing facilities don’t have product-dedicated production areas. In such instances, multiple products or multiple strengths of the same product is produced in the facility. This requires frequent switches between the products based on their demand forecast/ planning. Such changeovers can be time-consuming and resource intensive. Applying Kaizen principles to pharma manufacturing processes help optimize changeover procedures, reducing downtime, enabling more efficient production and higher inventory turns.

4. Continuous Training and Skill Development
A lion’s share of Kaizen-ing success comes from the employees, especially the ones close to the process. Therefore, shopfloor employees must be appropriately trained for them to notice process operations minutely and offer suggestions for improvement. A well-trained workforce is better equipped to identify process improvements and adapt to changes. Therefore ‘Continuous Improvement’ necessitates ‘Continuous Training’ to ensure that employees have the necessary skills to perform their roles effectively.

Note that, alongside skill-training, organizations must foster a culture of transparency and trust, so employees feel free to voice their opinions and work in collaboration with everyone in the Kaizen taskforce. Note that, Kaizen training to employees must be provided as customized workshops for your workplace. Checkout some of the popular workshops on continuous improvement for manufacturing industry here.

5. Data-Driven Decision-Making
Pharmaceutical industry being regulated, data gather, and analysis is vital for its very survival. Implementing Kaizen fosters a culture of collecting data and data analytics to make informed decisions. Data-driven insights can help identify trends, bottlenecks, wastes and areas for improvement. Applying correct decision-making tools while building Kaizen strategy assures success with Kaizen and in-turn increases operational excellence. Checkout top ten strategic decision-making tools for operational excellence here.

6. Visual Management
So far, visual management has gained popularity within the service industry for example in aviation, tourism, hospitality, banking sectors etc. But now, its popularity has extended to manufacturing sector as well, because of the immense benefit it offers. Visual management is a natural part of Kaizen and pharma industry too stands to benefit from its implementation. There are numerous visual management tools and all of them are awesome and effective. But we must select the ones best suited to achieve our process improvement goals.

Implementing visual management techniques, such as Kanban boards, Andon lights, Flowcharts etc., make pharmaceutical manufacturing processes more transparent and lucid for all employees. This promotes better communication and smooth workflow, resulting in minimal errors and enhanced productivity. Do checkout my blogpost on how to increase process efficiency with visual management here.

7. Kaizen Events
Kaizen methodology is implemented via Kaizen Events. These events bring employees together to focus on identifying the areas of improvement and collectively work intensively to implement the proposed changes over a short period of time. It's an effective way to kickstart the Kaizen process and generate quick wins. Checkout how to conduct Kaizen Events in the pharmaceutical industry here.


Case Study: Kaizen in Action

Let me share my real-world example of Kaizen implementation to illustrate the impact of Kaizen process improvement in a pharmaceutical company. A multinational pharmaceutical company manufacturing oral solid dosage forms (tablets and capsules) decided to implement Kaizen principles in its production facility. I’ve refrained from mentioning company details here to honor the confidentiality agreement.

So, this client approached us to initiate Kaizen at their workplace. Since, they didn’t have a dedicated continuous improvement division, it was a challenging project for my team to set up everything from A to Z. After two months of strategic deployment and company-wide employee training, the organization was ready with its Kaizen taskforce, and we created a Kaizen roll-out roadmap.

The company identified several areas for improvement for example:

1. Product development:
Pharmaceutical research is complex inherently because you’re identifying new medicinal entities and then formulating them in doses which are safe and efficacious for therapies to patients. While innovator pharma companies have a sizable set of R&D challenges, generic manufacturers have their own list of product development pains. Further, the situation grows tough because pharma R&D processes are surrounded by patents and regulations.

And if you’re a global company, then your product must not only circumvent all applicable patents but also meet the regulatory requirements of each market you plan to earn revenue.

Therefore, pharmaceutical R&D is expensive. To get maximum ROI, R&D processes (both technical and business processes) must be streamlined, be patient-centric and be tech-savvy. This requires continuous update and continuous improvement which in-turn require big bucks.

By applying Kaizen to their pharma R&D processes, the company saved as much as 40% of cost!

Tip: Kaizen blends-in with cGMP, ICH, QbD, PAT, automation, robotics, and traditional & novel drug delivery technologies to deliver quality products consistently…

2. Cleaning and Changeover:
Changeovers between different tablet formulations were taking longer than necessary. The Kaizen taskforce involved cross-functional teams in the changeover process and streamlined the cleaning and setup procedures. This improved the overall equipment efficiency (OEE) significantly. 

3. ​Process optimization: The Kaizen taskforce worked upon improving Takt time of each process/ operation. This not only made huge savings in overhead expenses but also curbed wastes. The company significantly reduced downtime and increased overall manufacturing efficiency by 5-20% year-on-year.

4. ​Material Handling: Material handling processes were causing excessive waste and inefficiency. By implementing a just-in-time (JIT) inventory system and optimizing material flow, the company reduced waste, lowered costs, and improved overall production as well as supply chain efficiency.

Results:

By implementing these Kaizen-driven improvements, the pharmaceutical company saw several tangible results:

• Increased employee engagement and collaborative working.
• Decreased production time and increased throughput.
• Assured compliance to cGMP guidelines. Passed all regulatory audits in first go.
• Improved product quality and consistency.
• Lowered operational costs due to reduced waste, deviations, and downtime.
• Increased sales.
• Increased profitability and earnings per share.

To-Dos: The company will be applying Kaizen methodology to its sales and marketing processes with the objective of improving their topline and earnings per share. They will also be applying Kaizen to their clinical research program with the objective of achieving faster outcomes, quality data and lowered costs. These campaigns shall potentially increase the company’s profit by 10-20% year-on-year.


​Conclusion

Implementing Kaizen principles for process optimization in pharmaceutical manufacturing is a journey that requires commitment, teamwork, and continuous effort. However, the benefits are well-worth the investment. By focusing on continual improvement, waste reduction, standardization, and employee engagement, pharmaceutical companies can achieve greater operating efficiency, higher product quality, and a competitive edge within the sector.

Kaizen's principles align with the pharmaceutical industry's commitment to providing safe, efficacious, cost- effective and patient-centric medications while striving for innovation and operational excellence. Learn more about how Kaizen can help your company here.

An important point to note is that Kaizen is a top-down methodology, so it starts at the top of the management ladder. Company leaders must believe in the Kaizen philosophy and visualize ways to use Kaizen to improve their business. Next this vision and Kaizen mission must percolate down in the organization so that employees are excited to participate in the Kaizen campaign. Do you know, a highly motivated Kaizen workforce can bring about big process improvements in as less as 7 days!

If you're looking to install strategic Kaizen process improvement initiatives at your workplace, let's talk...


About the Author: Dr. Shruti Bhat PhD (Tech), MBA, CLSSBB

Dr. Shruti Bhat is an award-winning Global Leader in Operational Excellence and Continuous Improvement, Best-Selling Author and Speaker. She is popularly known as 'The Profitability Expert'.

Shruti drives Kaizen, Lean Six Sigma, TQM, Kanban, Agile, Six Sigma, Just-in-time installations at client sites globally. She leads operational improvement, value stream transformation & cost-reduction initiatives at both manufacturing as well as service organizations. In addition, Shruti has exceptional proficiency with improving R&D productivity. More about Shruti here.

Shruti is the author of the book Kaizen for Pharmaceutical, Medical Device and Biotech Industries. Checkout the book here.


Related Reading:​

1. How to cut costs strategically using Kaizen
2. Streamline processes and workflows with Gemba Walk.
3. Top Ten Strategic Decision-Making Tools for Operational Excellence
4. Popular Continuous Improvement Workshops & Webinars for Manufacturing Industries
5. Mistake-Proofing Pharmaceutical Product Development, Manufacturing and Logistics, Cost Savings via Poka Yoke
6. Popular Continuous Improvement Tools.

Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Categories:   Kaizen | Operations | Life Sciences

Keywords and Tags:
#DrShrutiBhat  #KaizenInPharma #PharmaceuticalIndustry #LifeSciencesIndustry #ProcessImprovement  #KaizenInManufacturing #JustInTime #Lean #LeanManufacturing #ProcessExcellence  #ContinuousImprovement #QualityImprovement  #KaizenLeaderMasterclass  #Speaker  #KaizenTrainingAcademy​

One of the best ways to quit smoking is to make a list of the reasons you want to stop. Write these down and keep them in front of you. As you think of new reasons to stop, you can add them to the list. You may also want to change your routine around drinking coffee or tea.
 
Avoid situations where you have a strong urge to smoke
 
If you're trying to quit tobacco smoking, you should avoid situations that will trigger a craving. This includes places where you usually smoke, stressful situations, and places where you enjoy alcohol. Identify these situations and develop a plan to avoid them. To avoid these situations, keep a pen and paper nearby and plan activities that will keep your hands busy.
 
You can also distract yourself by chewing gum or popping a popsicle. Using alternatives to cigarettes can help you resist the urge to smoke. You can also chew on cinnamon sticks, celery, raw carrots, or sugarless gum instead of smoking. Also, try not to smoke in public places where you are surrounded by other people.
 
Holidays can be stressful for smokers, so it's helpful to plan some special activities that will keep you busy during these times. You can even try hosting a holiday dinner with friends and family to distract yourself from the temptation of smoking. Having someone else take care of the meal can keep you occupied and busy, and you can even bring a special dish.
 
Identify the triggers that cause you to crave tobacco cigarettes and prepare for them before they happen. Try taking three deep breaths, holding the last one for a few seconds, and exhaling slowly. Deep breathing can help to relax the muscles and calm your body. Eating something high in sugar or spice can also trigger cravings. You can try chewing celery or plain popcorn. You can also try stretching your body.
 
Discuss your plans with family and friends
 
Family and friends can help you quit tobacco smoking by offering support, advice, and encouragement. They can also be a great source of motivation. Tell them that you're planning to quit tobacco, and how much you appreciate their support. If they're not willing to quit with you, ask them to refrain from smoking around you or near you during your withdrawal period. This will make it easier for you to focus on quitting.
 
Before you start your plan to quit smoking, it's helpful to consider the various challenges that you're likely to face and how to deal with them. First, you'll want to determine your motivations. Write down the reasons you want to quit, including financial savings, health, and energy gains. You can add more reasons as you think of them.
 
Next, you'll want to change your routine. There are several personal change management models which can help you make the change one-step-at-a-time. One such helpful personal change agent is Kaizen. Personal Kaizen involves making small incremental changes daily, which over time become huge and fulfilling.
 
You'll find that some of the activities you use to smoke trigger cravings. If you're a morning person, for example, you might want to avoid drinking coffee if you don't want to wake up early. Or, if you're a night owl, you might need to put out cigarettes. You may also want to try a new breakfast instead.
 
If you live with a spouse or partner, discuss your plans with them and get their support. It's also helpful to tell them about your own tobacco use. If you live with someone who is a smoker, make a commitment to limit your use of tobacco in the presence of your spouse or partner. You can also make a plan with your family and friends to quit tobacco together. Once you quit, you'll be able to enjoy the benefits of a smoke-free life.
 
Use a quit date
 
One of the most effective ways to quit smoking is to set a quit date. Setting a quit date is a great way to keep yourself motivated while at the same time creating a deadline. It can help you to avoid temptation by picking a date that will be hard to miss. The earlier you start planning your quit date, the better. Pick a day in the next two weeks and make sure you give yourself enough time to prepare. It also helps to quit at a time of the day when you're not stressed or under pressure.
 
Before setting a quit date, decide if you need to use medications or behavior changes to help you stop. If you need to take medications, nicotine replacement therapy is an option. They ‘re available in user-friendly formats such as chewing gums, lozenges, tablets, patches etc. I’ve done extensive work on these formulations (product development, clinical testing thru commercialization). These medications reduce cravings. However, they must be combined with behavior changes, which you must do to quit smoking for good.
 
Tip: Smoking cessation medicines must be taken under advice and supervision of a registered medical practitioner only. Do not self-prescribe any medicine. Do not take medicines under advice from friends, family, colleagues, or anybody else, who is not a registered medical doctor.
 
Once you have decided to quit, you can write down your reasons for quitting tobacco. These reasons might include saving money or being healthier. Having a list of reasons will help you stay motivated to quit.
 
Reasons to Quit Tobacco Smoking
 
There are many health benefits of quitting smoking. Not only does it improve your overall health, but it can also increase your life expectancy by several years. Smoking increases the risk of developing lung cancer and COPD. Smoking is also harmful to your sense of smell and taste. People who quit smoking report that they can now smell better and enjoy their food without smoky aftertaste.
 
Other benefits of quitting smoking include an improved social life, improved appearance and odor, improved finances and increased confidence around others. If you have cancer, quitting will help you avoid social situations where others will be able to smell your cigarette. However, despite all of these benefits, quitting smoking is not easy.
 
Smokers usually are wary of nicotine withdrawal symptoms. That’s where nicotine replacement therapy helps. But nicotine withdrawal symptoms usually begin a few hours after your last cigarette. They are usually strongest in the first week. For most people, nicotine withdrawal fade and are gone after about 2 to 4 weeks.
​
Some people want to live longer and healthier lives. Others want to save money. Still others do not want to endanger their children's health. Research has shown that smoking reduces life expectancy by nearly 11 minutes each time it is smoked. Therefore, smoking ten cigarettes a day for ten years will cut off nine months from your life.
 
Another good reason to quit smoking is to reduce your risk of cardiovascular disease. The risk of coronary heart disease and stroke decreases as you stop smoking. After three months of not smoking, your circulation and lung function improve. After one year, your risk of coronary heart disease will be half of what it was when you started. Lastly, quitting smoking will improve your health and the health of your family.
 
After deciding to quit smoking, set a quit date that is within a month. Don't pick a date too far in advance so that you'll have enough time to prepare. Some people use a special day to quit while others choose a random day. Either way, be sure to make your commitment and let others know about your decision.
 
Build a support system
 
Building a support system for yourself is essential if you want to successfully quit tobacco smoking. You should share your goal with friends and family members and ask for their support. Your support system is also essential if you experience a relapse. Smoking cessation is a difficult process, and the right support can be vital in helping you overcome the setbacks and relapses.
 
The first step in building a support system for yourself is to talk to others who have also tried to quit. A "coach" can be a friend or family member who can support your quit attempt. It is also helpful to spend time with others who have been successful in quitting. You can also suggest books and programs for support and read them. Another great idea is to join a quit smoking support group. These programs often offer group counseling and include lectures and group meetings. These sessions can provide valuable information about smoking cessation and also help smokers develop effective coping skills. The group sessions will also provide suggestions on how to prevent relapse.
 
Smokers who had used behavioral interventions were more likely to rely on social support than those who did not. The study also showed that smokers who had social support were more likely to quit. The results of this study suggest that social support is as important as behavioral interventions.
 
Avoid relapses
 
Recognizing triggers for relapses is an essential part of your cessation strategy. While you can't avoid every situation that could lead to a relapse, you can take steps to prevent them. One effective technique involves thinking about the situation and feelings that lead you to light up. This exercise helps you identify which triggers led you to smoke and helps you eliminate them in the future.
 
If you have a support system, try calling on them if you are feeling the urge to smoke. These people can encourage you to quit and give you support and encouragement. It's also helpful to find alternative means of coping with the cravings. In general, try not to smoke even one cigarette because if you do, you may be tempted to start again.
 
One important way to prevent relapses is to use a comprehensive relapse prevention program that includes both cognitive and behavioral components. The most important thing to remember is that a lapse doesn't mean you've failed. The information you gained from the lapse will help you anticipate future lapses and develop an action plan to deal with them.
 
Yet another option is meditation. Just fifteen minutes a day of peaceful meditation has been found to be helpful in a big way.
 
Fortunately, most relapses after quitting tobacco smoking are avoidable. A relapse is when you start smoking again - after several weeks, months, or even a year. These lapses usually start out as small slips, such as having a cigarette after a stressful day, or smoking with a friend. However, they eventually turn into a habit.
 
Disclaimer: Giving up smoking must be done under advice from a registered medical practitioner only. The views on this blog are for educational purpose only. The views on this blog are not substitute to a registered medical doctor’s advise. 

Related Reading:​ 

1. Are you choosing your doctor correctly? How do you choose your medicines? YOU decide quality of your life-  Part 1 of 2
2. Are you choosing your doctor correctly? How do you choose your medicines? Tips - Part 2 of 2 
3. Is your medicine cabinet stuffed with expired or medications you no longer use? Check out this post ...
4. How to dispose expired medicines? 
5. Caution! Don’t consume alcohol, fruit juices while taking medications. 

Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Categories:  Life Sciences 

Keywords and Tags:

#QuitSmoking  #QuitTobacco  #SmokingCessationTherapies #Bupropriontablets #Zyban #Kaizen  #PersonalKaizen #NicotineReplacementTherapy  #NicotineGums  #NicotineTransdermalPatch  #NicotinePatch #ClonidineTablets