Research Paper on the Case of ABC Services

Research Paper on the Case of ABC Services

Manjusha Vilasrao Gathal

Guide:  Dr Vaishali Patil

Strategic Cost Management

SADHU VASWANI INSTITUTE OF MANAGEMENT STUDIES FOR GIRLS

6, Koregoan park, Next to St. Mira’s college, Pune- 411001

Introduction:

ABC Services, a mid-sized customer support center, faced a myriad of challenges including prolonged resolution times, communication breakdowns, and high employee turnover rates. These issues not only affected operational efficiency but also impacted customer satisfaction and increased costs. In response, the leadership team decided to implement Kaizen techniques to address these challenges comprehensively.

Kaizen, a Japanese philosophy focusing on continuous improvement, was chosen as the approach to streamline operations, enhance communication, and foster a positive work culture. Through this case study, we'll explore how ABC Services implemented Kaizen techniques to overcome its challenges and achieve sustainable improvements in customer satisfaction, operational efficiency, and employee engagement.