Improving Quality In Service Sector By Using Kaizen Approach: An Application in Izmir Metro
Kaizen Yaklaşımı Kullanarak Hizmet Sektöründe Kalite İyileştirme: İzmir Metro’da Bir Uygulama

Author : Murat TANIK -& Efe SARIBAY & Esra SEYYAR
Number of pages : 56-65

Abstract

As a result of the continuous change of the world, the companies should have a system to answer this continuous change for success. It is important that the people should have a view of Total Quality Management to have a successful company. Every person from senior management to workers should adopt this perspective. If the people have already guessed the change before it occurs, we can say that the company has already get the culture of Total Quality Management. The Total Quality Management Culture is possible with only senior management participation. This study deals with the effect of Continuous Improvement to the Quality Culture of Company. The application of Service continuous Improvement is explained by Continuous Improvement Procedure of İzmir Metro A.Ş.. The application has a topic of Kobetsu Kaizen which has a name of Major Improvement Form of İzmir Metro A.Ş.. The Major Improvement Form is used for the escalator system and has big effect of passenger satisfaction. A big part of escalator failures were successfully decreased after this improvement action. At the end of the improvement project it is known that the motivation of workers and the passenger satisfaction increased. This study shows that the effective application of continuous improvement is possible only with the adoption of Total Quality Philosophy.

Keywords

Kaizen, Kobetsu,Total Quality, Service Quality

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