KAIZEN is a philosophy of ongoing improvement that Newport Brass has incorporated into its business structure. Newport Brass provides its employees with a series of KAIZEN events to increase the satisfaction of customers' experiences. These events focus on areas such as specific product lines, large production lines, and operating issues.
Most recently, Newport Brass has conducted a KAIZEN event that focused on resolving customer issues within one call — which resulted in a “One Call Does It All” initiative. By concentrating on one area of operations the KAIZEN team participants were able to identify the procedures in need of improvement or change and institute the necessary new course of action. The result is a standardized system to help customer service representative handle three issues in one call.