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 ...