Track: Human Factors and Ergonomics

Abstract

Hospital management must improve their performance and services, especially during the COVID-19 pandemic. One way that might be done is by implementing Kaizen. This study tries to see the effect of the application of Kaizen on improving the quality of work and overall service in Indonesian Hospitals. From this research, it can be identified the factors that drive and inhibit the success of Kaizen implementation in hospitals. In this study, the Kaizen aspect is viewed from 4 variables, namely company policies and awareness; education and training; work culture; and internal training. Data was collected by distributing questionnaires to 150 employees in 2 hospitals in South Jakarta-Indonesia, using a random sample, consisting of executives, managers, and hospital employees. Statistical analysis using PLS-SEM (second generation SEM approach) yielded more significant results. The findings of the study indicate that the application of Kaizen affects the overall improvement of work and the quality of hospital services through the intermediate variables of employee work. Thus, the increase in employee work is a strong predictor of the overall increase in employment and services in hospitals. One of the interesting findings shows that culture is a leverage that drives the success of Kaizen implementation, especially employee commitment to continuously improve work systems and when employees believe what they are doing will add and build company value. Internal processes are an important factor that needs to be improved so that the implementation of Kaizen is successful, especially regarding working in teams and being process-oriented.