Service Quality Improvement By Kaizen Through Makigami Analysis
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.