CASE STUDY: Implementing Lean Operations at Caesars Casinos.
Assume service scores for the area you manage, Harrah’s Metropolis hotel housekeeping, have declined over the past year. As part of the Lean rollout at Metropolis, you and some of your front-line employees will participate in a kaizen event focused on improving guest-room housekeeping operations. What KPIs would you propose to track to determine whether the changes implemented through the kaizen effort actually improve performance.