Service Quality Improvement By Kaizen Through Makigami Analysis

¹SHARAD GAIKWAD, ²HARSHAL KULKARNI

^1,2Department of Mechanical Engineering, Walchand College of Engineering, VishramBaug, Sangli, Maharashtra, India.

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Kaizen 22

Abstract:

Organizational processes have composed culture of the Product and Service. Sound management of service quality is one of the cost effective solution to survive and lead in today’s competitive era.

In this study, an Office TPM tool ‘Makigami Analysis’ through PDCA is introduced to lean the administrative activities. ‘Improvement of ‘Goods Receipt to Vendor Payment Process’ by Kaizen at ‘Tata Hitachi Construction Machinery Co. Ltd., Dharwad’ is described as a case study of Makigami Analysis. Importance of activities are discussed and results are communicated.  

Keywords:

Service quality improvement, Office TPM, Makigami Analysis, PDCA, Kaizen, ESCAP, PDCA, Goods Receipt to Vendor Payment Process.