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首页> 外文期刊>Journal of advances in management research >Enhancing customer satisfaction using Kaizen: a case study of Imperial Tobacco Company (ITC)
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Enhancing customer satisfaction using Kaizen: a case study of Imperial Tobacco Company (ITC)

机译：利用知名度提高客户满意度：烟草公司（ITC）为例

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Purpose - With rising income and changing lifestyle, increased disposable income along with rapid urbanization is boosting the country's biscuit market. The purpose of this paper is to represent the implementation of Kaizen in a biscuit-manufacturing unit of Imperial Tobacco Company (ITC). Although the concept of Kaizen is not a standard practice in India, the company chosen for the case study has a prominence in the Indian market Design/methodology/approach - The methodologies that have been applied to implement Kaizen in the ITC are discussed. Why-Why techniques, fishbone diagram, failure modes and effects analysis, ABC analysis have been used to study cause and effects. Findings - It was found that the yield was increased from 88.3 to 92.2 percent, which was a significant change, as far as the product line is concerned. The product complaints were reduced to zero with an added increased product quality rating system to 98.2 from the existing rating of 96.7. The product consistency was also improved as an application of Lean in the manufacturing process. Research limitations/implications - This case study is restricted to the manufacturing sector, especially in the field of biscuit company. Practical implications - The paper should assist those practitioners and consultants who have the desire to find a better way of Kaizen implementation in small-scale industries of India. The academia can also use this case study for a better understanding of the difference between the theoretical and application aspects of the concept. Originality/value - This paper is an original contribution in the existing body of literature. It shows the application of Kaizen in the manufacturing sector in India.
机译：目的 - 随着收入增长和改变生活方式，随着城市化的快速城市化的增加，可以提高可支配收入，正在推动该国的饼干市场。本文的目的是代表帝国烟草公司（ITC）的饼干制造单位实施知名度。虽然Kaizen的概念不是印度的标准做法，但为案例研究选择的公司在印度市场设计/方法/方法中突出 - 讨论了在ITC中实施Kaizen的方法。为什么为什么技术，鱼骨图，失败模式和效果分析，ABC分析已被用于研究原因和效果。结果 - 发现产量从88.3增加到92.2％，这是一个显着的变化，就产品线而言。将产品投诉减少到零，增加了增加的产品质量评级系统到98.2的96.7。产品一致性也得到改善，作为制造过程中的瘦。研究限制/含义 - 本案例研究仅限于制造业，特别是在饼干公司领域。实践意义 - 本文应协助那些具有愿望在印度小规模行业中找到更好的知己实施方式的从业者和顾问。学术界还可以利用这种案例研究，以更好地了解概念的理论和应用方面之间的差异。原创性/价值 - 本文是现有文学体系的原始贡献。它显示了Kaizen在印度制造业的应用。

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