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Kaizen is a Japanese term which is best translated as ‘continuous improvement’. It refers to activities that help improve all business functions, from sales, operations to management and from the Management Team to call centre employees.

Kaizen is a repetitive process, often conducted daily, where colleagues come together in a small group with the aim of improving their own work environment and productivity. This can be done at departmental level or even at a cross-functional level. A Kaizen improvement session is facilitated by either a trained Facilitator or an experienced manager and relies on process improvement tools from Lean and Six Sigma methodologies.