For a business to gain market share and remain competitive, all operations in the business must achieve maximum efficiency and work interdependently. Crosby (1980) backs this up by demonstrating the link between successfully doing it right first time and boosting profitability through reduced costs. This will in turn allow a business to gain scale economies and thus increase size and market share. It should be noted that although Crosby’s (1980) work was focused around larger firms, the concept holds throughout businesses of all sizes.
Once a business has begun to increase …show more content…
Originating from the meaning of ‘continuous improvement’ (Manos, 2007), the concept of the theory is that in order to produce quality customer service, companies - regardless of size, must continually improve customer care on a daily basis. The Kaizen concept encompasses a varied range of beliefs such as making the work environment more efficient and effective by creating a team atmosphere, improving everyday procedures, ensuring employee satisfaction and making a job more fulfilling, less tiring and safer (Wellington, 1995). The