{"id":"https://openalex.org/W3131312951","doi":"https://doi.org/10.1108/ijqss-07-2020-0113","title":"Application of Kaizen-Kata methodology to improve operational problem processes. A case study in a service organization","display_name":"Application of Kaizen-Kata methodology to improve operational problem processes. A case study in a service organization","publication_year":2021,"publication_date":"2021-02-17","ids":{"openalex":"https://openalex.org/W3131312951","doi":"https://doi.org/10.1108/ijqss-07-2020-0113","mag":"3131312951"},"language":"en","primary_location":{"id":"doi:10.1108/ijqss-07-2020-0113","doi":"https://doi.org/10.1108/ijqss-07-2020-0113","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-07-2020-0113","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://www.emerald.com/insight/content/doi/10.1108/ijqss-07-2020-0113/full/html","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061563595","display_name":"Manuel F. Su\u00e1rez\u2010Barraza","orcid":"https://orcid.org/0000-0001-6305-6122","observed_orcids":["https://orcid.org/0000-0001-6305-6122"]},"institutions":[{"id":"https://openalex.org/I69181431","display_name":"Universidad de las Am\u00e9ricas Puebla","ror":"https://ror.org/01s1km724","country_code":"MX","type":"education","lineage":["https://openalex.org/I69181431"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Manuel F. Su\u00e1rez-Barraza","raw_affiliation_strings":["International Business Management Department Universidad de las Am\u00e9ricas Puebla (UDLAP), Puebla, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Business Management Department Universidad de las Am\u00e9ricas Puebla (UDLAP), Puebla, Mexico","institution_ids":["https://openalex.org/I69181431"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5018617803","display_name":"Jos\u00e9 \u00c1ngel Miguel D\u00e1vila","orcid":"https://orcid.org/0000-0002-5191-0528","observed_orcids":["https://orcid.org/0000-0002-5191-0528"]},"institutions":[{"id":"https://openalex.org/I8833935","display_name":"Universidad de Le\u00f3n","ror":"https://ror.org/02tzt0b78","country_code":"ES","type":"education","lineage":["https://openalex.org/I8833935"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Angel Miguel-D\u00e1vila","raw_affiliation_strings":["Universidad de Leon Facultad de Ciencias Economicas y Empresariales Department of Management and Business Economics, , Leon,","Department of Management and Business Economics, Universidad de Leon Facultad de Ciencias Economicas y Empresariales, Leon, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad de Leon Facultad de Ciencias Economicas y Empresariales Department of Management and Business Economics, , Leon,","institution_ids":["https://openalex.org/I8833935"]},{"raw_affiliation_string":"Department of Management and Business Economics, Universidad de Leon Facultad de Ciencias Economicas y Empresariales, Leon, Spain","institution_ids":["https://openalex.org/I8833935"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5007848406","display_name":"Manuel Francisco Morales Contreras","orcid":"https://orcid.org/0000-0002-1389-3798","observed_orcids":["https://orcid.org/0000-0002-1389-3798"]},"institutions":[{"id":"https://openalex.org/I96580804","display_name":"Universidad Pontificia Comillas","ror":"https://ror.org/017mdc710","country_code":"ES","type":"education","lineage":["https://openalex.org/I96580804"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Manuel Francisco Morales-Contreras","raw_affiliation_strings":["Universidad Pontificia Comillas ICADE Business School, , Madrid,","ICADE Business School, Universidad Pontificia Comillas, Madrid, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Pontificia Comillas ICADE Business School, , Madrid,","institution_ids":["https://openalex.org/I96580804"]},{"raw_affiliation_string":"ICADE Business School, Universidad Pontificia Comillas, Madrid, Spain","institution_ids":["https://openalex.org/I96580804"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.9531,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.93418853,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"13","issue":"1","first_page":"29","last_page":"44"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.7289999723434448,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.7289999723434448,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.1388999968767166,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13706","display_name":"Management and Optimization Techniques","score":0.10689999908208847,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-process-improvement","display_name":"service process improvement","score":0.656000018119812},{"id":"https://openalex.org/keywords/fast-food-restaurants","display_name":"fast food restaurants","score":0.7250000238418579},{"id":"https://openalex.org/keywords/customer-complaints","display_name":"customer complaints","score":0.7770000100135803},{"id":"https://openalex.org/keywords/delay","display_name":"delay","score":0.4440000057220459},{"id":"https://openalex.org/keywords/continuous-improvement","display_name":"continuous improvement","score":0.6309999823570251},{"id":"https://openalex.org/keywords/pdsa-cycle","display_name":"PDSA cycle","score":0.7450000047683716},{"id":"https://openalex.org/keywords/service-organizations","display_name":"service organizations","score":0.4560000002384186},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7129999995231628}],"concepts":[{"id":"https://openalex.org/C2776600044","wikidata":"https://www.wikidata.org/wiki/Q376444","display_name":"Kaizen","level":3,"score":0.9227879047393799},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5619227290153503},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5527215003967285},{"id":"https://openalex.org/C15165950","wikidata":"https://www.wikidata.org/wiki/Q128536","display_name":"Pareto chart","level":3,"score":0.5482218861579895},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5157211422920227},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.511594831943512},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.49991917610168457},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43367695808410645},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.35685476660728455},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3558315336704254},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.22309675812721252},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19750285148620605},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1063016951084137},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/ijqss-07-2020-0113","doi":"https://doi.org/10.1108/ijqss-07-2020-0113","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-07-2020-0113","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"},{"id":"pmh:oai:buleria.unileon.es:10612/23168","doi":null,"is_oa":true,"landing_page_url":"https://www.emerald.com/insight/content/doi/10.1108/ijqss-07-2020-0113/full/html","pdf_url":null,"source":{"id":"https://openalex.org/S4306401642","display_name":"Buleria (Universidad de Le\u00f3n)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I169046204","host_organization_name":"Universidad Aut\u00f3noma de Nuevo Le\u00f3n","host_organization_lineage":["https://openalex.org/I169046204"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:buleria.unileon.es:10612/23168","doi":null,"is_oa":true,"landing_page_url":"https://www.emerald.com/insight/content/doi/10.1108/ijqss-07-2020-0113/full/html","pdf_url":null,"source":{"id":"https://openalex.org/S4306401642","display_name":"Buleria (Universidad de Le\u00f3n)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I169046204","host_organization_name":"Universidad Aut\u00f3noma de Nuevo Le\u00f3n","host_organization_lineage":["https://openalex.org/I169046204"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W1512109830","https://openalex.org/W1917173071","https://openalex.org/W1984348823","https://openalex.org/W2006278873","https://openalex.org/W2053043375","https://openalex.org/W2058071049","https://openalex.org/W2115635458","https://openalex.org/W2141951329","https://openalex.org/W2150262433","https://openalex.org/W2160604178","https://openalex.org/W2161196477","https://openalex.org/W2177997627","https://openalex.org/W2194625927","https://openalex.org/W2736808005","https://openalex.org/W2780887374","https://openalex.org/W2800531192","https://openalex.org/W2825065905","https://openalex.org/W2884197635","https://openalex.org/W2912089692","https://openalex.org/W2998198849","https://openalex.org/W3123397884"],"related_works":["https://openalex.org/W3020938544","https://openalex.org/W7076971011","https://openalex.org/W2191634183","https://openalex.org/W7010277815","https://openalex.org/W3162590212","https://openalex.org/W2923439583","https://openalex.org/W7036120357","https://openalex.org/W2604757032","https://openalex.org/W3190430240","https://openalex.org/W6990562488"],"abstract_inverted_index":{"Purpose":[0],"The":[1,40,121,144,227],"purpose":[2],"of":[3,64,101,109,123,147,188,258,269,277],"this":[4,58,152,272],"paper":[5],"is":[6,150,154,162],"to":[7,46,60,184,201,220,232,252],"explore,":[8],"study,":[9],"analyze":[10],"and":[11,30,36,79,84,203,208,240],"implement":[12],"Kaizen\u2013Kata":[13,44,66,77,133,182,228,279],"methodology":[14,45,67,104,183,200,217,229],"in":[15,24,57,68,71,137,222,254,263,280],"a":[16,138,155,168,171,281],"service":[17,41,74,139,177,225,282],"food":[18],"organization":[19,42,283],"(first-level":[20],"restaurant),":[21],"facing":[22],"challenges":[23],"different":[25],"operational":[26,49,73,189,206,224,247],"processes":[27],"that":[28,151],"affect":[29],"influence":[31],"the":[32,62,65,88,102,106,110,124,148,181,199,255,259,267,274],"case":[33],"company":[34,169],"performance":[35,207],"customer":[37],"satisfaction.":[38],"Design/methodology/approach":[39],"implemented":[43],"improve":[47,204],"one":[48],"problem":[50,125,190],"process.":[51,75,226],"A":[52,159,213],"case-study":[53],"approach":[54],"was":[55,218,273],"used":[56],"research":[59,149],"understand":[61],"effects":[63,112,122],"solving":[69],"problems":[70],"their":[72,192,205],"Different":[76],"techniques":[78],"tools":[80],"(histograms,":[81],"Pareto":[82],"chart":[83],"Ishikawa":[85],"diagram)":[86],"using":[87],"Plan,":[89],"Do,":[90],"Check,":[91],"Act":[92],"improvement":[93,215],"cycle":[94],"framework":[95],"were":[96,126,135],"used.":[97],"Findings":[98],"Successful":[99],"implementation":[100],"proposed":[103],"reduced":[105,127],"main":[107,145,160],"impact":[108],"problem\u2019s":[111],"(customer\u2019s":[113],"complaints,":[114,237],"process":[115,140,238],"reworking,":[116],"extra-cost,":[117],"delays,":[118,234],"among":[119,245],"others).":[120],"on":[128],"average":[129],"by":[130],"70%.":[131],"Some":[132,175],"routines":[134],"identified":[136],"environment.":[141],"Research":[142],"limitations/implications":[143],"limitation":[146],"work":[153],"just":[156],"one-case":[157],"study.":[158],"generalization":[161],"not":[163],"possible,":[164],"because":[165],"it":[166],"involves":[167],"within":[170,191],"company.":[172],"Practical":[173],"implications":[174],"other":[176,246],"companies":[178],"can":[179,196],"use":[180],"solve":[185],"any":[186],"kind":[187],"processes.":[193],"Service":[194],"managers":[195],"learn":[197],"about":[198],"apply":[202,221],"handle":[209,235],"customer\u2019s":[210,236],"complaints.":[211],"Originality/value":[212],"continuous":[214],"manufacturing":[216,264],"imported":[219],"an":[223],"contributed":[230],"significantly":[231],"reduce":[233],"reworking":[239],"deal":[241],"with":[242],"extra":[243],"costs,":[244],"problems\u2019":[248],"effects.":[249],"In":[250],"addition":[251],"that,":[253],"literature,":[256],"most":[257],"Kaizen":[260],"applications":[261],"are":[262],"companies.":[265],"To":[266],"best":[268],"authors\u2019":[270],"knowledge,":[271],"first":[275],"study":[276],"applied":[278],"(a":[284],"fast-food":[285],"restaurant).":[286]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":3}],"updated_date":"2026-09-11T09:22:31.653822","created_date":"2021-03-01T00:00:00"}
