Caesars Casino Case Study
Implementing LEAN Operations At Caesars Casinos Case Study Help Analysis With Solution Online
EASAE E AE: he e Business meratie Case Study EASAE E AE: he e Business meratie Case Study Case Study: Caesars Entertainment About Caesars Entertainment Caesars Entertainment is the world’s most diversified casino-entertainment provider and the most geographically diverse U.S. Casino-entertainment company. Since its beginning in.
- In December 2014, Brad Hirsch stood on the gaming floor at Harrah’s Metropolis Casino and Hotel in Metropolis, Illinois, where he had recently been assigned the position of General Manager and Senior Vice President. The property was part of Caesars Entertainment, the world’s most geographically diversified provider of casino entertainment. Evidence from customer surveys and data on loyalty.
- One of the main tools used almost universally in LEAN operations is the Kaizen event. Kaizen means “continuous improvement.” “A kaizen event is a focused analysis of a particular activity or set of activities to discover ways to improve efficiency and effectiveness in meeting customer needs.” (Pesch, 2016) A Kaizen event typically extends several days in duration.
- Implementing LEAN Operations at Caesars Casinos Case Solution Introduction. Caesars, is a well-known name in the Casino Entertainment industry, with its presence in the US, Egypt, Canada, England and South Africa.Caesars was the world’s largest geographically diversified casino entertainment provider in 2014.
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In December 2014, Brad Hirsch stood on the gaming floor at Harrah’s Metropolis Casino and Hotel in Metropolis, Illinois, where he had recently been assigned the position of General Manager and Senior Vice President. The property was part of Caesars Entertainment, the world’s most geographically diversified provider of casino entertainment. Evidence from customer surveys and data on loyalty-card usage patterns, as well as competitive pressures across the casino industry, indicated a general need for process improvement at the Metropolis facility. Hirsch had successfully led employee-centered efforts to apply LEAN operating principles to improve customer service in three of his company’s casinos in Tunica, Mississippi. He believed what he learned from those experiences would be applicable in the Metropolis location, but wondered if he should consider a modified approach that could potentially produce results more quickly with the help of a team of internal experts.
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Implementing LEAN Operations at Caesars Casinos Case Solution
Enhanced Quality:
Quality is the most important aspect, which requires constant navigation of the management to enhance their business level. The company can measure the effectiveness of the kaizen event through evaluating the quality in its business operations. The quality it means the overall business performance. Therefore, the kaizen event should enhance the quality of business operations, so that the intended goals and objectives of the kaizen event can be achieved.
Increased Employee productivity:
The other KPI that is suggested to management of the company is employee productivity. The management can measure effectiveness of the kaizen event over employee productivity that should enhance through the program. In customer service business, employee productivity is the most important factor. Therefore, the management can oversee ways in which that kaizen event has contributed to improve employee performance and whether the productivity has increased or not.
Enhanced Service delivery timing:
The service timely service delivery is the most important element in offering excellent customer service. Therefore, the kaizen event effectiveness can also be measured against the timely service delivery thus by eliminating the wasteful activities.
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Increased Profitability:
The company initiated lean management in order to increase sales volume and profitability. Thus, profitability is KPI through, which the effectiveness of the initiative can be measured. The profitability should increase hence; the increased profitability and revenues would indicate that the intended effectiveness of the kaizen event has been achieved.
Increased Customer Retention:
The effectiveness of the kaizen program can also be measured by evaluating rate of customer retention. If the customer retention increases by implementing lean principles, then this will indicate success of the kaizen event. Therefore, the rate of customer’s retention should be increased by kaizen event.
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Agenda for Kaizen Event:
The kaizen is an activity of LEAN operations and is initiated in order to improve overall business operations and to achieve desired goals and objectives. The lean operations help to eliminate waste from business process. Thus, increasing efficiency and effectiveness of the business. (T. Karkoszka a, 2009) The kaizen event should be initiated by involving employees by increasing awareness regarding the event and to inform the objectives of the kaizen event. (Titu & Grecu, 2010)
| Days | Activities | Tools | Agenda |
| Days 1 | The focus of the event should be to increase awareness of employees to eliminate waste. | The employees should be exposed to the practical work. | Basic problem solving approach should be taught to employees to increase the efficiency. |
| Day 2 | The employees should be taught where the improvements are required. | The employees should be given the list of waste activities that are needed to be eliminated. | Obtained feedback from employees to identify how much they have learned and understand. |
| Day 3 | The employees should be aware that why certain activities needed to be eliminated. | To identify the cause, five ways of lean tool could be used. | The employees would adopted best practices that could help to continue the maintenance practice overtime. |
| Day 4 | The employees should be move towards testing and remedies of the causes. | 5S Japanese technique could be used- sort, set in order, shine, standardize, and sustain. | To create an effective work environment which could be easy to understand and maintain. |
| Day 5 | Measure the effectiveness against the objectives. | Key performance indicators should be established. | Measure the performance and evaluate the results so that effectiveness could be evaluated. |
Recommendations part:
Expert-driven approach Advantages and disadvantages:
The company had positive results from the expert driven approach at its Tunica casinos. The customer’s service score showed positive results in almost all the areas of business. It is expected that, the many areas of the business had reached to A score from B score. Moreover, the most important element of the kaizen event was elimination of waste, which it achieved at the end; waste elimination generated annual savings of $3 million. Furthermore, the company got a positive feedback from employees as the employees showed interest in participating kaizen events……………..
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