Introduction

Kaizen is a japanese workplace philosophy which focuses on making continuous swear improvement.

Kaizen Principle :-

1. Kaizen mindset
2. Customer orientation
3. Omaleby control circle
4. Suggestion system
5. Discipline in the workplace
6. Small group activities
7. Cooperative labour right relations
8. Total quality management

Kaizen Mindset :-

1. Everything should be improved.
2. Not a single day should go by without some need of improvement being made somewhere in the hospital/organisation.
3. Imagine the ideal customer experience and strive to provide it.
4. Cannot initialize but suggest an improvement.
5. Think of how to improve instead of why it cannot be improved.
6. Think beyond common sense. Even if something is working, try to find a way to make it better.
7. See problem solving as a cross functional systematic collaborative approach.

Five Dimension Of quality Customer Care :

1. Reliability
2. Responsiveness
3. A feeling of being valued
4. Empathy
5. Competence

*customer intimacy                                                                              *customer value proposition

*service-project claim                                                                          *differentiation

*value innovation                                                                                 *creative marketing strategies

Growing together                                                                                              Marketing

Listening

Observing

Customer                                                     creating values                                            care

Branding

Differentiating

Communicating

Influencing

Retaining                                                                                                       selling

*customer service                                                                                         *relationship selling

*customer relation                                                                                         *persuading people

*customer satisfaction                                                                                    *closing the deal

OCC activities are usually directed toward improvement in the workplace. They focus on-

1. Cost
2. Safety
3. Productivity

To improve employees in productivity and efficiency improvement activities. A team based environment must be developed in which they can participate in activities in improving their process, product or service performance; one such employee participation program is actually a control circle.

Three stage of suggestion system

1. Encouragement
2. Education
3. Efficiency

Improvement in the workplace by –

1. Cost reduction
2. Safety
3. Productivity improvement

Small group activities

1. Educating and training
2. Organisational/system development
3. Cross functional management
4. Policy development
5. Quality development

TQM

Product quality improvement              supply/production/selling chain

*quality assurance                                       *supply chain management

*new product development                       *meeting delivery schedule

*marketing

*sales

*service