Proposal on 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, (Your name), 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.
Signature Date
ABSTRACT
With the advent of globalisation and new technologies, the need to adapt to the changing environment has also become evident. With the successful implementation of kaizen quality management model in the automotive industry, (Toyota), organisations in service industry (more specifically hotels) have embarked upon adopting kaizen management philosophy in order to streamline their routine operations. This dissertation discusses and highlights the possibility of implementing a successful kaizen quality management plan within hotel industry in Britain. 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 will cover methodology, followed by analysis of findings in chapter four. The fifth chapter concludes this dissertation, with recommendations and suggestions for future study.
Table of Contents
ACKNOWLEDGEMENTii
DECLARATIONiii
ABSTRACTiv
CHAPTER 1: INTRODUCTION1
Background of the study1
Problem Statement2
Purpose of the Study2
Research Questions3
Rationale of the Study3
Aim4
Objectives4
Significance of the Study4
CHAPTER 2: LITERATURE REVIEW6
Conceptual Framework6
Total Quality Management7
Six Sigma9
Kaizen10
The Process of Kaizen16
Kaizen and management16
Quality, Cost and Delivery in Kaizen17
Kaizen Planning and Customer20
CHAPTER 3: METHODOLOGY22
Introduction22
Research Design22
Sample of Participants23
Research Instrument23
Background of Toyota24
Toyota's Management System24
Summary26
CHAPTER 4: FINDINGS AND ANALYSIS27
Survey Report27
Data Collection27
Why Kaizen Failed at Toyota, UK29
The Researcher's Experience in Kaizen36
Choice between Six Sigma or Kaizen36
Implementing Kaizen at a Hotel in London38
CHAPTER 5 CONCLUSION42
Overview of the Study42
Limitations of the Study44
Recommendations for Hotel Industry44
Suggestions for Future Study49
REFERENCES50
APPENDIX A55
APPENDIX B59
CHAPTER 1: INTRODUCTION
Background of the study
For over a decade, many newly developed business organisations struggled with Total Quality Management (TQM) and Continuous Quality Improvement (CQI) activities with the hope of improving growth and increasing profits. Can a company afford to ignore customers' ever changing needs and remain in business? The majority of top business executives agree that the customer is the main reason for doing business. On the other hand, do companies today face a quality problem? The answer is an unquestionable "yes." Some organisations are just getting started at TQM. Others may not be familiar with the TQM philosophies at all. Many quality researchers such as Deming, J Crosby, Taguchi, Imai, Ishikawa, etc., have their own knowledge base and interests. This has profoundly influenced the way their ideas have been developed. When comparing the approaches of these gurus the researcher found that there is a great diversity ...