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dc.contributor.authorMorales Contreras, Manuel Franciscoes-ES
dc.contributor.authorSuárez Barraza, Manuel F.es-ES
dc.contributor.authorMiguel Dávila, José Angeles-ES
dc.date.accessioned2021-02-24T12:31:12Z
dc.date.available2021-02-24T12:31:12Z
dc.date.issued17/02/2021es_ES
dc.identifier.issn1756-669Xes_ES
dc.identifier.uri10.1108/IJQSS-07-2020-0113es_ES
dc.identifier.urihttp://hdl.handle.net/11531/54523
dc.descriptionArtículos en revistases_ES
dc.description.abstractAbstract Purpose The purpose of this paper is to explore, study, analyze and implement Kaizen–Kata methodology in a service food organization (first-level restaurant), facing challenges in different operational processes that affect and influence the case company performance and customer satisfaction. Design/methodology/approach The service organization implemented Kaizen–Kata methodology to improve one operational problem process. A case-study approach was used in this research to understand the effects of the Kaizen–Kata methodology in solving problems in their operational service process. Different Kaizen–Kata techniques and tools (histograms, Pareto chart and Ishikawa diagram) using the Plan, Do, Check, Act improvement cycle framework were used. Findings Successful implementation of the proposed methodology reduced the main impact of the problem’s effects (customer’s complaints, process reworking, extra-cost, delays, among others). The effects of the problem were reduced on average by 70%. Some Kaizen–Kata routines were identified in a service process environment. Research limitations/implications The main limitation of the research is that this work is a just one-case study. A main generalization is not possible, because it involves a company within a company. Practical implications Some other service companies can use the Kaizen–Kata methodology to solve any kind of operational problem within their processes. Service managers can learn about the methodology to apply and improve their operational performance and handle customer’s complaints. Originality/value A continuous improvement manufacturing methodology was imported to apply in an operational service process. The Kaizen–Kata methodology contributed significantly to reduce delays, handle customer’s complaints, process reworking and deal with extra costs, among other operational problems’ effects. In addition to that, in the literature, most of the Kaizen applications are in manufacturing companies. To the best of authors’ knowledge, this was the first study of applied Kaizen–Kata in a service organization (a fast-food restaurant).es-ES
dc.description.abstractAbstract Purpose The purpose of this paper is to explore, study, analyze and implement Kaizen–Kata methodology in a service food organization (first-level restaurant), facing challenges in different operational processes that affect and influence the case company performance and customer satisfaction. Design/methodology/approach The service organization implemented Kaizen–Kata methodology to improve one operational problem process. A case-study approach was used in this research to understand the effects of the Kaizen–Kata methodology in solving problems in their operational service process. Different Kaizen–Kata techniques and tools (histograms, Pareto chart and Ishikawa diagram) using the Plan, Do, Check, Act improvement cycle framework were used. Findings Successful implementation of the proposed methodology reduced the main impact of the problem’s effects (customer’s complaints, process reworking, extra-cost, delays, among others). The effects of the problem were reduced on average by 70%. Some Kaizen–Kata routines were identified in a service process environment. Research limitations/implications The main limitation of the research is that this work is a just one-case study. A main generalization is not possible, because it involves a company within a company. Practical implications Some other service companies can use the Kaizen–Kata methodology to solve any kind of operational problem within their processes. Service managers can learn about the methodology to apply and improve their operational performance and handle customer’s complaints. Originality/value A continuous improvement manufacturing methodology was imported to apply in an operational service process. The Kaizen–Kata methodology contributed significantly to reduce delays, handle customer’s complaints, process reworking and deal with extra costs, among other operational problems’ effects. In addition to that, in the literature, most of the Kaizen applications are in manufacturing companies. To the best of authors’ knowledge, this was the first study of applied Kaizen–Kata in a service organization (a fast-food restaurant).en-GB
dc.format.mimetypeapplication/vnd.openxmlformats-officedocument.wordprocessingml.documentes_ES
dc.language.isoen-GBes_ES
dc.rightsCreative Commons Reconocimiento-NoComercial-SinObraDerivada Españaes_ES
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/es/es_ES
dc.sourceRevista: International Journal of Quality and Service Sciences, Periodo: 3, Volumen: Early cite, Número: Early cite, Página inicial: Early cite, Página final: Early citees_ES
dc.titleApplication of Kaizen-Kata methodology to improve operational problem processes. A case study in a service organizationes_ES
dc.typeinfo:eu-repo/semantics/articlees_ES
dc.description.versioninfo:eu-repo/semantics/publishedVersiones_ES
dc.rights.holderes_ES
dc.rights.accessRightsinfo:eu-repo/semantics/openAccesses_ES
dc.keywordskaizen; kaizen-kata; restaurant; service process; case study; operationses-ES
dc.keywordskaizen; kaizen-kata; restaurant; service process; case study; operationsen-GB


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