Investigation of Kaizen Quality Model and How to Implement in Hotel Industry

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ACKNOWLEDGEMENT

I would like to take this chance for thanking my research facilitator, friends & family for support they provided & their belief in me as well as guidance they provided without which I would have never been able to do this research.

DECLARATION

I would like to declare that all contents included in this thesis/dissertation stand for my individual work without any aid, & this thesis/dissertation has not been submitted for any examination at academic as well as professional level previously. It is also representing my very own views & not essentially which are associated with university.

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ABSTRACT

In this dissertation the possibility of implementing a successful kaizen quality management plan within Marriott hotel London has been discussed and highlighted. The first chapter provides introduction to the topic, including a brief background, rationale, research questions, and purpose of the study. The second chapter is based on literature review in relation to the topic. The second chapter covers the conceptual framework and concepts related to total quality management, six sigma, and kaizen management. The chapter covers methodology, followed by analysis of findings in chapter four. The fifth chapter concludes this dissertation, with recommendations and suggestions for future study. In this research study the mixed methodology was used and interviews and questionnaires were used as a research instrument. After analyzing the findings it is concluded that the kaizen model is significant to implement in the hotel industry for improving the quality and services.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the Research1

Total Quality Management1

Six Sigma Qualities2

Aim and objectives3

Aim3

Objectives3

Selected UK hotel4

Rationale of the Study4

Significance of the Study5

CHAPTER 2: LITERATURE REVIEW6

Conceptual Framework6

Total Quality Management7

Six Sigma8

Kaizen9

Housekeeping10

Seiri (Sort):10

Seiton (Straighten)10

Seiso (Scrub)11

Seiketsu (Systematize)11

Shitsuke (Standardize)11

Waste elimination11

Waste of Overproduction12

Waste of Inventory12

Waste of Repair or Rejects13

Waste of Motion13

Waste of Processing13

Waste of Waiting13

Waste of Transportation14

Waste of Time14

Standardization14

The Process of Kaizen15

Kaizen and Management15

Quality, Cost and Delivery in Kaizen16

Quality16

Cost18

Delivery18

Kaizen Planning and Customer19

CHAPTER 3: METHODOLOGY20

Mixed Research Method Approach20

Secondary Research Methods20

Primary Research Methods21

Qualitative and Quantitative research method22

Selection of Participants25

Instrument26

Data preparation and statistical procedures26

Data Analysis26

Data Collection27

Interviews27

Questionnaire28

Reliability and validity28

Reliability29

Literature Search29

Keywords Used30

CHAPTER 4: ANALYSIS AND DISCUSSION31

Analysis of Literature Review31

Management System of Toyota31

Reasons for Kaizen Failure at Toyota, UK33

Poor Process Management34

Implementing Kaizen in Marriott hotel36

Quality improvisation37

Lowering down cost and production Improvement37

Reduce Inventory38

Reduce the production line38

Reduce Machine Downtime38

Space Reduction39

Reduce Lead Time (Throughput Time)39

Change-ready Culture39

Questionnaire from Toyota Employees40

Gender40

Age40

Interview Questions from Managers of Marriott44

Interview Questions from Toyota Managers45

CHAPTER 5 CONCLUSION AND RECOMMENDATION46

Recommendations47

REFERENCES49

APPENDIX54

Questionnaire from Toyota Employees54

CHAPTER 1: INTRODUCTION

Background of the Research

Organizations often seek ways to improve their competitive advantage within their respective industries. Many organizations struggle to accomplish this goal without the use of a systematic approach to improve their organizational performance as it relates to quality products or services. Total Quality Management (TQM) and Six Sigma are proven continuous quality improvement methods that can help improve organizational performance. Although most organizations want to improve quality and cut costs, the deployment and implementation of continuous improvement methodologies is commonly viewed as a daunting undertaking. Many organizations fail to properly structure or support continuous improvement initiatives which ...