Assignment 1: Case Study - Caesars Casinos

Lean operations are used to improve processes in a wide variety of industries, not just manufacturing. Organizations worldwide are using Lean to eliminate waste, reduce inventory, increase throughput, and provide better customer service. As a result, improved operations are positively impacting the bottom line,

For this assignment, you'll read and analyze a case study about a Lean implementation at Caesars Casinos. Then. you'll write a 6-8 page paper that describes how challenges were handled during the process, your own proposal for a similar kaizen event, and your recommendation for a Lean implementation.

Answer the following questions about the Caesars Casinos case study:

1. Describe two challenges that Caesars experienced during the Lean implementation process. What actions were taken to overcome each challenge? Were they effective?

2. Assume you manage hotel housekeeping at Harrah's Metropolis location, and service scores have declined over the past year. As part of the Lean rollout, you and some of your front-line employees will participate in a kaizen event focused on improving guest-room housekeeping operations.

• What KPIs (key performance indicators) would you propose to track to determine whether the changes implemented through the kaizen effort actually improve performance? Explain your choice of KPIs.

3. As with question 2, assume you manage hotel housekeeping at Harrah's Metropolis location, and service scores have declined over the past year. As part of the Lean rollout, you and some of your front-line employees will participate in a kaizen event focused on improving guest-room housekeeping operations.

• Develop a detailed agenda for this kaizen event. Your agenda should outline the event's activities, timing, duration, and Lean tools. Explain your rationale for each agenda item.

4. At the end of the case study, Caesars' SVP/GM Brad Hirsch is faced with a choice between two process improvement approaches, expert-driven or employee-centered.

• What would be the advantages and disadvantages of an expert-driven approach to process improvement at the Metropolis facility, in contrast to the employee-centered approach used at Tunica?

• Which approach would you recommend for the Metropolis facility, and why?