PRACTICES AND CHALLENGES OF KAIZEN IMPLEMENTATION (CASE STUDY- ETHIO TELECOM ADDI ABABA OFFICES)

Abstract

KAIZEN is a system of continual undertaking by an organization to improve its business activities and processes with the goal to improve quality of products and services so that the organization can meet full customer satisfaction. KAIZEN can be built in and run with an integrated and company-wide approach through collaboration of all the levels of the organization that are top management, middle managers and front-line employees. Commitment, genuine participation and motivation of all the three actors are critical factors. The purpose of this study aimed at assessing the practices and challenges that faces Ethio telecom in implementing and sustaining kaizen. Quality circles are established and the five S’s were deployed as a beginning of kaizen implementation in Ethio telecom. The research is descriptive research type and its very basic aim is to explore or to gain additional information about the subject area and to identify areas of further investigation. The study employed simple random sampling for members of the standard quality circle to select the sample. It is found out that, top management commitment in building and sustaining a continuous improvement culture, clear communication channel, involvement of all members of the company, training on kaizen methodologies as well as fair and equitable motivational schemes including empowerment has a great impact on the effectiveness of kaizen practices. The levels of all the above mentioned factors are well not practiced in Ethio telecom in ingraining the culture of kaizen. Revisiting the mission statement, engaging top management in owning kaizen and delivering training on a continuous basis for all members of the company besides to working together with institutions specialized in kaizen plays a great role in bringing the aspired change from kaizen.