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Creative Commons licence CC BY-NC (Attribution-NonCommercial)Logforum. 2016. 12(3), article 4, 225-245; DOI: https://doi.org/10.17270/J.LOG.2016.3.4


Erez Agmoni

Graduate School of Business, Assumption University of Thailand, Bangkok, Thailand


Background: This study investigates the role of an incremental change in organizational process in creating radical performance results in a service provider company. The role of Kaizen is established prominently in manufacturing, but is nascent in service applications. This study examines the impact of introducing Kaizen as an ODI tool-how it is applied, how it works, and whether participants believe it helps service groups form more effective working relationships that result in significant performance improvements.
Methods: Exploring the evolving role of Kaizen in service contexts, this study explores a variety of facets of human communication in the context of continuous improvement and teamwork inter-organizationally. The paper consists of an archival study and an action research case study. A pre-intervention study consisting of observations, interviews, and submission of questionnaires to employees of a manufacturing and air-sea freight firm was conducted. A Kaizen intervention occurred subsequently, and a post-intervention study was then conducted.
Results: Radical improvements in both companies such as 30% financial growth, 81% productivity improvement and more are demonstrated in this paper.
Conclusions: Findings offer unique insights into the effects of Kaizen in creating radical performance improvements in a service company and its customer. Both qualitative and quantitative results of business, satisfaction, and productivity suggest time invested in introducing Kaizen into a service organization helps the companies improve relationships and improve the bottom line dramatically.

Keywords: Kaizen, continuous improvement, collaboration, service organization, motivation
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For citation:

MLA Agmoni, Erez. "The role of kaizen in creating radical performance results in a logistics service provider." Logforum 12.3 (2016): 4. DOI: https://doi.org/10.17270/J.LOG.2016.3.4
APA Erez Agmoni (2016). The role of kaizen in creating radical performance results in a logistics service provider. Logforum 12 (3), 4. DOI: https://doi.org/10.17270/J.LOG.2016.3.4
ISO 690 AGMONI, Erez. The role of kaizen in creating radical performance results in a logistics service provider. Logforum, 2016, 12.3: 4. DOI: https://doi.org/10.17270/J.LOG.2016.3.4