In the first post in this series, I shared how the leaders of Nakano City, one of the 23 wards within the Tokyo metropolitan area, describe how they see kaizen (small continuous improvement) and kaikaku (large breakthrough improvements) as their method for developing their people to provide high levels of omotenashi (the Japanese concept of customer service). So how … Continue reading Japan Gemba Visit: Lean Thinking in Government – Part 2 – Kaizen and Kaikaku to improve service to elderly constituents