KAIZEN (Continuous Improvement). To make the workplace better.

Gold Service Standard No. 10

KAIZEN (Continuous Improvement). To make the workplace better.

Whoever wants to reach a distant goal, must take small steps.?? ??- Helmut Schmidt

KAIZEN is a Japanese word that means continuous improvement. This word, KAIZEN is a compound of two Japanese words, KAI (Change) and ZEN (for good), “Good Change”. It’s also called a Japanese method of transformation. KAIZEN is the core of the “TOYOTA WAY” and can be applied in any area of business or even in our personal lives.

?SELF-RELIANT KAIZEN CULTURE????

There are four primary areas to establish a “Self-Reliant Kaizen Culture” at the company or dealership.

?1.??????ACTIVITIES:

?In order to develop a “Self-Reliant Kaizen Culture” or “Continuous Improvement Culture”, companies or dealerships must engage or involves everyone from Top Management to Junior Staff in Self-Reliant Kaizen activities or Continuous Improvement activities at the workplace. So, every dealership staff can put their new ideas into action to make customers’ journey and service experience more delightful. The emphasis is on very small things to foster Self-Reliant KAIZEN cultures within the company or dealership that would transform the sales or service processes to the next level.

?Great Robin Sharma beautifully said “Small daily improvements done on a consistent basis lead to marvellous results.” ??????

2.??????FOCUS AREA:

There are three focus areas in the company or dealership to start self-reliant Kaizen activities.

Customer Satisfaction:

It’s all about Customer Experience (CX) activities. E.g., CSI Score is low when compared with

the benchmark dealer.?

Employee Satisfaction:

It’s all about Employee Experience (EX) activities. E.g., Employee Turnover rate is high.

Dealer Satisfaction:

It’s all about the dealership’s business growth. E.g., Service Units or sales units not achieved as per target.

?3.??????SMALL GROUP ACTIVITY (SGA)

Companies or Dealerships involve all their employees in Kaizen through Small Group Activities to achieve the company or dealership’s goals.

?4.??????Level-Specific Training.

Companies or dealerships must conduct their staff training on SOPs (Standard Operating Procedures) and problem-solving. E.g., TBP (Toyota Business Practices) to improve sales or service processes to create “Delight” or “WOW” in each customer’s touch point. ?

?THINGS TO DO…

1. Change Mindset! Eat, Sleep, and Breathe Kaizen. ?
2. Demand your staff to follow TBP (Toyota Business Practice) steps in areas other than Kaizen Theme as well.
3. Share the need for Kaizen culture with your dealership CEO and seek his ownership and support.?

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