I am beginning to see a large-scale introduction of various management tools, philosophies and practices in the service sectors and have a high hope that it will become a global trend.

I believe that management should focus on two particular areas. One is Gemba (shop floor) and the other is customer (not the shareholder).

The standard is not writ on the stone. The definition of the standard is that it is the best way to do the job for now. It should be regarded as a next step to make further improvement.

All of management's efforts for Kaizen boil down to two words: customer satisfaction.

The message of the Kaizen strategy is that not a day should go by without some kind of improvement being made somewhere in the company.

I am beginning to see a large-scale introduction of various management tools, philosophies and practices in the service sectors and have a high hope that it will become a global trend.

The Kaizen Philosophy assumes that our way of life - be it our working life, our social life, or our home life - deserves to be constantly improved.