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Kaizen® in Hotels

Lean thinking, Kaizen® philosophies and tools have traditionally been associated with manufacturing industry. Long-lasting success of companies like Toyota through implementation of these tools and philosophies and ensuing benefits – such as superior quality; faster throughput times; lower inventories; reduced costs; and engagement of people in problem-solving – are very well documented.


It is time to think about how these principles and concepts can be applied to service industry – hotels and hospitality specifically – where creating value for customers through enhanced service quality; fast and efficient response to customer requirements; and competitive costs are of paramount importance.

Typical challenges in hotel industry 

  • Inefficient processes causing guests to wait – at check-in or check-out, for example
  • A high degree of variability and inconsistency in service delivery
  • Hindrances to inter-department information flow – between Front Desk and Housekeeping; or between Housekeeping and Laundry, for instance
  • High F&B costs – due to food wastage, for example
  • Frequent breakdown of critical equipment
  • High repair and maintenance costs
  • High energy bills
  • Engineering spare part inventory management
  • Long procurement approval as well as long lead-time for procuring supplies and consumables
  • Chaos generated by short lead-time events
  • Lack of involvement by people in everyday problem-solving


Adoption of Kaizen principles can help overcome the aforementioned challenges and create a culture of continuous improvement in the organization by identifying and relentlessly eliminating Muda (wasteful activities and practices) from every process everyday and by involving people at all levels to participate in problem-solving.


Benefits after implementing Kaizen in hotel industry

  • Customer first – Improvement projects and activities focused primarily at improving guest satisfaction
  • Employee engagement – Involving and engaging every single employee in the problem-solving process and thereby creating a culture of continuous improvement in the organization.
  • Identifying and solving problems – Acknowledging problems openly and striving to solve problems on a daily basis
  • Speak with data – Identifying, measuring and visualizing Key Performance Indicators (KPIs) to help identify areas for improvement and track progress.
  • Cost reduction – Reducing costs and improving competitiveness without sacrificing guest satisfaction. Also, freeing up working capital through inventory reduction.


Unfortunately, only few companies are aware of these opportunities and how to easily achieve this savings.

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Kaizen® in Government

Great things are not done by impulse, but by a series of small things brought together. Similarly IMPROVEMENT cannot be done in a blink of an eye. It’s a process, its journey that needs to be taken collectively, only then, we can bring change or improvement.

kaizen in government


The typical office has lots of opportunity to build upon, for eg:

  • Has a lot of hidden Waste….
  • Like searching, double filing, duplication of efforts, processes with long lead times, information ‘poor load’ or ‘overload’ etc,
  • Dissatisfaction felt by customers: services are seldom
  • ON Time, In Full, Error Free (OTIFEF) – to internal or external customers
  • Dissatisfaction to organization: Waste of resources: People, Space, Utilities, Material, Machines
  • Probable Causes: poor physical workplace management and defects in processes. No sustained efforts to drive continual improvements within service functions.

Lack of a productivity culture and need for building a Kaizen culture!



Lean government proponents generally believe that the government should cut out “waste” and “inefficiency” from government organizations; this in turn will result in better services overall, as well as more value for tax-supported programs and services. Generally, proponents also see that a Lean government is a means to expand the capacity of government to provide more services per unit of investment. Apart form this there are few other benefits like:

  • Improved public service (time to delivery and quality of service)
  • Improved work flow and service to internal customers
  • Release of space converted for other purposes
  • Saving of costly national resources
  • Better organized workplaces in a number of offices


 How Lean Government is different from Conventional Government


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Announcing Public Training Program for September 2014


Kaizen College (Executive education & training arm of Kaizen Institute. It operates worldwide at different locations) now announces its public training program for the month of September.

The objective is to train & enhance the professional skills of your team members through ‘hands-on’ approach so as to enable them to drive Kaizen®/Lean/Operational Excellence initiatives.

Our Pedagogy


To know more or to register for the program kindly click on below link.

September Public Program_KII

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7 Steps of planned Maintenance

  1. Support & Guidance to ‘Autonomous Maintenance’ activities
  • Participate with operators in putting green & red tags
  • Attend red tag abnormalities
  1. Evaluation of Equipment failure/ breakdown status & understand the situation.
  • Do why-why analysis for repeated abnormalities, find & eliminate root cause.
  1. Reverse deterioration & correct weaknesses.
  • Extended help to operators to prepare ‘Tentative Standards’ for cleaning, Lubrication & Inspection.
  • Establish ‘TBM’ & ‘CBM’ based Maintenance schedules
  1. Build an ‘Information Management’ system.
  • Extend help to operators in education, on job training in general inspection & developing inspection procedures
  1. Build a ‘Periodic Maintenance’ system.
  • Prepare standard documents for material selection, expense estimation, spare part management, work safety standards, Lubrication classification etc.
  1. Build a ‘Predictive Maintenance’ system.
  • Introduce ‘Equipment Diagnostics’ technology
  • Develop Equipment diagnosis skills & change TBM in to CBM.
  1. Evaluate the planned Maintenance system.
  • Compare, review total system & strengthen weak points.
  • Consolidate planned Maintenance, prepare Master Plan.

Why – Why Analysis

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Acknowledgement: Japanese Institute of Plant Maintenance

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Happy Independence Day

Happy Independence Day

15th aug-02

As you celebrate the 68th Indian Independence day Kaizen Institute would like to wish all its clients, fans & followers a HAPPY INDEPENDENCE DAY. May your journey of operational excellence find solid relationships & satisfied repeating customers.

Freedom or Independence is the spirit, a state of mind that enables people to create the greatest and the most inspiring things. This spirit of freedom gives you the power to conquer new heights, whether it is a real mountain peak or a bold business challenge.

Similarly Kaizen® spirit gives you the freedom from daily firefighting situations, heavy investments, taking out people, etc. Kaizen® is all about finding better ways to do things, so that they require less effort, less time and fewer resources. It is about developing a mindset, methods and tools to identify and eliminate Muda, Mura & Muri in all its forms at every opportunity.

We hope everybody gets to celebrate life, liberty & the pursuit of Kaizen®

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Kaizen Institute India(KII) & Manufacturing division of FICCI joins hands to offer Certified Manufacturing Excellence Practioner (CMEP) program

The Manufacturing industry is poised for growth but there are competitive pressures on the Manufacturing Industry. Many organizations are facing competition in terms of Productivity, Quality, Delivery, Cost and Safety and this calls for a strategic and holistic approach that you need to adopt to make your operations “World Class”.


Keeping this in mind KII & Manufacturing division of FICCI joins hands to support the operational excellence goals of organizations in manufacturing industry.

Click below given link to download the brochure

CMEP Brochure

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Training – Is it an Investment or Expense?

It would not be wrong to say it is a million dollar question to answer the question whether Training is an expense or an investment. Each & every company’s senior management is confused whenever they face this question.


Perhaps, the question needs a prelude. Let us imagine that we need to enrol our children in a school. It is quite obvious, that we will be looking for the “best-ever” school based on our considerations irrespective of the fees charged by the school. If asked why, the answer would be, “I would like to ensure or guarantee a bright future for my child”. Ensuring a bright future gives us a mental comfort that our children will have a financial comfort at a later stage in their life.  Now, let us ask our question, “the money spent on our children’s education – Is it an investment or expense? We must be telling a lie if we replied, its an expense.

Imagine a similar situation in our organization. We need to nominate someone for training. We will be looking for the best-ever solution. Here comes the Budget-part. Every organization has got a budget for training. Now, let us try to find out what a budget is – expense or investment? More or less, this is looked as expense. When we consider the education of our children as investment, why should we consider the training of our colleague an expense? At the same breathe, let us try to answer, whether training needs a budget or not?

The irony in India is “the moment we start to earn, we stop to learn!” and it’s a different story that what we read in our colleges & schools has nothing to do with our job. We need a professional training. According to the National Employability report, 85% of Indian graduates are unfit to be directly employed and has to be given professional training.

Almost all Organizations are aware of this situation and are providing training to their people from time and again as to build the capabilities of their personnel that would, in turn, improve the competitiveness of the organization.

The learning has to be purposeful. When it is purposeful, creativity blossoms and when creativity blossoms, thinking emanates. When thinking emanates, knowledge is glowing. When Knowledge glows, economy flourishes. So, if the training is not purposeful, economy would not flourish and then it cannot be stated as in investment. People should be trained on those essentials only which would be applied by them in their Gemba.

Training is a problem solving tool. Training builds a culture of continuous learning thus continuous improvement becomes their daily routine. It will not be considered as an additional task or burden. Culture is the collective habits of individuals. When an individual becomes great, obviously the organization gets benefited. As multiple individuals become great, the organization becomes great. When the culture is built in, one does not have to chase the greatness but it follows them. This greatness is achieved through training from the best of the schools. We do get back more than what we thought from training.

Now, tell us whether training is an investment or an expense?

By Narasimhan Gopalakrishnan

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