Enhancing customer satisfaction using Kaizen: a case study of Imperial Tobacco Company (ITC)

Abstract

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.

Analysis of use of Methods and Quality Management Tools in a Group of Production Enterprises

“…• Kaizen (work philosophy) -they are small but permanent improvements implemented in terms of the status quo on the principles of continuity (Debnath, 2019);…”

Hubungan Pelayanan Konsumen Dan Fasilitas Perusahaan Terhadap Kepuasan Konsumen Pada Pt. Avant Guard Indonesia Rinovian Rais

“…Price is any form of monetary cost sacrificed by consumers to obtain, own, utilize a number of combinations of goods and services from a product (Mitra Debnath, 2019). The price indicators used are as follows (a) affordability, (b) price match with product quality, (c) price competitiveness, (d) suitability of price with benefits,(e) special discounts (Arianty, 2015).…”

Lean Manufacturing Model to improve the order fulfillment in a company in the wine sector in Peru

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“…For the problem of waste, which represents 65% of the waste generated, the Kaizen and Centerline tools will be used, since there are several studies which have been consulted and analyzed that show that these tools are beneficial for increasing the performance of production lines. crackers by up to 3% [7] For the downtime that generates 35% of the waste in the production of type D biscuits, the TPM tool will be used since these downtimes are reflected in machine breakdowns, unplanned stops and minor stoppages. According to what was consulted in the investigations and case studies, the implementation of the TPM can increase the OEE of the machines by at least 3% and has even more beneficial results if it is implemented following the respective phases and having a multifunctional maintenance team [17].…”