top of page

Kaizen: What It Is, Why It Matters, and When to Implement It

Maximizing Results with Kaizen Events: The Importance of Professional Guidance and Standardized Processes ~ 5 mins read

Kaizen: What It Is, Why It Matters, and When to Implement It

By Orlin Markov

1/28/25, 10:00 AM


 

What is Kaizen?

Kaizen (改善) is a Japanese term that translates to "change for better" or "continuous improvement." It’s a philosophy often applied in business, manufacturing, and personal development to focus on making small, incremental changes that result in significant long-term improvements. 

Smaller Six Sigma projects are examples of Kaizen Events and could be in different scope sizes. The difference is that Kaizen events deliver small incremental improvements while Lean Six Sigma projects deliver exponential breakthrough success improvements. 

In "All I Need to Know About Manufacturing I Learned in Joe's Garage" 1996, Kaizen is presented as a philosophy that emphasizes continuous, incremental improvement. The book explains that Kaizen involves everyone in the organization, from top management to front-line workers, and focuses on making small, daily changes that lead to significant improvements over time. The concept is rooted in the idea that small, consistent improvements can lead to major advancements in efficiency, quality, and overall performance. It's about fostering a culture where every employee is actively engaged in suggesting and implementing improvements. Why? Because employees are closest to clients, tools and processes, and know first-hand what is going on, and what’s wrong.


Why Kaizen?

That’s already obvious, Kaizen Events are fostering a culture of continuous improvement.  If you want constant quarter over quarter growth while maintaining or exceeding quality and customer satisfaction – you should consider doing Kaizen Events at least twice per year or better every 3 months – 4 times per year.


When to do Kaizen?

Do not attempt Kaizen Events without having standardized work and processes! This is one of the biggest mistakes every organization new in Lean concepts does. Why? Because without standardized work you will not have consistent process to measure. Without consistency every single KPI output will vary and you will wrongly blame Kaizen for that failure. No! Do your homework. Kaizen is a tool, a philosophy. It’s your fault not ensuring all prerequisites in the first place. So, before starting Kaizen Events make sure you have:

1. Leadership support

2. Tool to help you analyze results

3. Standardized measurable processes

4. Your best employees support, those who bring best value to the table


No! Kaizen Events are not meant to standardize your processes, there are other tools designed for that. Standardized process is a must have before attempting Kaizen Events!


What are the benefits of a Kaizen Event?

  • Immediate results in efficiency, quality, and productivity.

  • Increased employee engagement through collaborative problem-solving.

  • Reduced waste (time, materials, energy).

  • Enhanced team communication and morale.


What other tools are used in a Kaizen Event?

Value Stream Mapping (VSM): Visualizes the flow of materials and information.

Root Cause Analysis (e.g., 5Y’s): Identifies the root causes of problems.

PDCA (Plan-Do-Check-Act): Tests and implements improvements in cycles.

Standard Operating Procedures (SOPs): Document and sustain new improvements.


Kaizen Events are designed to drive focused improvements across various services and industries. Below are examples of service-oriented Kaizen Events tailored to different areas, each aiming to reduce waste, improve efficiency, and enhance customer satisfaction. If you’re planning to implement Kaizen Events in your business, be sure to hire a professional facilitator. Without expert guidance, you risk wasting time and resources, leading to uncertain results—so don’t blame Kaizen for the outcome!


1. Customer Service Kaizen Events

  • Objective: Improve response times, resolve customer issues faster, and enhance overall customer satisfaction.

  • Activities:

    • Map the customer service workflow.

    • Analyze bottlenecks in response times.

    • Standardize best practices for issue resolution.

    • Implement tools like ticket prioritization systems.

  • Outcomes:

    • Reduced time to resolve customer complaints.

    • Consistent and improved customer interaction.

 

2. Healthcare Kaizen Events

  • Objective: Streamline patient care processes, reduce wait times, and improve staff workflows.

  • Activities:

    • Evaluate patient check-in and scheduling processes.

    • Optimize the movement of patients, staff, and resources.

    • Reduce redundancy in documentation or approval steps.

  • Outcomes:

    • Shorter patient waits times.

    • Higher patient satisfaction scores.

    • Improved staff efficiency.

 

3. Retail and Sales Kaizen Events

  • Objective: Improve inventory management, checkout speed, and overall customer experience in retail stores.

  • Activities:

    • Conduct value stream mapping of customer checkout processes.

    • Identify slow-moving inventory and optimize stock levels.

    • Train employees on consistent customer interaction techniques.

  • Outcomes:

    • Reduced checkout times.

    • Better inventory turnover.

    • Increased sales and customer retention.

 

4. Financial Services Kaizen Events

  • Objective: Enhance processes like loan approvals, account management, and compliance reporting.

  • Activities:

    • Analyze loan application workflows for delays.

    • Automate repetitive tasks (e.g., data entry or document scanning).

    • Establish error-proofing mechanisms for compliance.

  • Outcomes:

    • Faster loan approvals.

    • Improved accuracy in financial transactions.

    • Reduced operational costs.

 

5. IT Service Management Kaizen Events

  • Objective: Improve IT helpdesk efficiency, reduce system downtime, and optimize IT project workflows.

  • Activities:

    • Analyze ticket resolution workflows for inefficiencies.

    • Optimize change management and incident response processes.

    • Identify and eliminate unnecessary steps in IT support workflows.

  • Outcomes:

    • Faster issue resolution for users.

    • Reduced downtime for critical systems.

    • Higher end-user satisfaction.

 

6. Logistics and Supply Chain Kaizen Events

  • Objective: Improve order fulfillment, inventory accuracy, and on-time deliveries.

  • Activities:

    • Review warehouse picking and packing workflows.

    • Optimize delivery routes and schedules.

    • Standardize inventory replenishment processes.

  • Outcomes:

    • Faster delivery times.

    • Reduced operational costs.

    • Improved customer satisfaction through timely shipments.

 

7. Hospitality Kaizen Events

  • Objective: Enhance guest experiences, reduce check-in/check-out times, and streamline housekeeping operations.

  • Activities:

    • Analyze the front-desk check-in process for delays.

    • Optimize room-cleaning schedules for faster turnover.

    • Train staff in consistent customer engagement techniques.

  • Outcomes:

    • Smoother check-in experiences.

    • Reduced guest complaints about service delays.

    • Increased positive reviews and customer loyalty.

 

8. Education and Training Services Kaizen Events

  • Objective: Streamline administrative processes, improve class scheduling, and enhance the student experience.

  • Activities:

    • Map the student enrollment process to eliminate delays.

    • Review the scheduling process for classes and staff allocation.

    • Implement digital solutions for tracking student progress.

  • Outcomes:

    • Faster enrollment times.

    • Improved communication between staff and students.

    • Enhanced learning outcomes.

 

9. Call Center Kaizen Events

  • Objective: Reduce call handling times, improve first-call resolution rates, and boost team efficiency.

  • Activities:

    • Analyze call workflows to identify common inefficiencies.

    • Develop scripts and training for faster issue resolution.

    • Implement automated call routing systems.

  • Outcomes:

    • Reduced average handling times (AHT).

    • Higher first-call resolution (FCR) rates.

    • Increased customer and agent satisfaction.

 

10. Nonprofit and Community Services Kaizen Events

  • Objective: Improve outreach efforts, fundraising processes, and resource allocation.

  • Activities:

    • Map donor outreach workflows to identify inefficiencies.

    • Optimize volunteer onboarding and training.

    • Streamline resource distribution to communities in need.

  • Outcomes:

    • Improved fundraising success rates.

    • More effective use of resources.

    • Enhanced community impact.

 

These examples are meant to inspire you! Don’t take unnecessary risks—hire a professional to assess your needs and capabilities. Imagine starting Kaizen Events without realizing that your processes aren’t standardized, even though you assumed they were.


 

Ready? Let's talk.



bottom of page