Kaizen Institute's continuous improvement principles benefit Rotorua Aquatic Centre

Adopting the Japanese concept of Kaizen (continuous improvement) and working with the Kaizen Institute New Zealand, Rotorua Aquatic Centre has made dramatic improvements in its operation and performance over the past 30 months.

The Rotorua Aquatic Centre is a community facility owned and operated by Rotorua District Council, with a team dedicated to providing one of the best aquatic facilities in New Zealand.

The Centre started working with the Kaizen Institute New Zealand at the end of 2011 and since that time has seen a number of significant improvements both internally, in terms of staff engagement, and externally, with visitor numbers and increased customer satisfaction.

Rotorua District Council Aquatic and Leisure Manager Louis Sylvester explains “Kaizen has made a massive difference in terms of staff engagement, which has gone from about 20% to 80%.

“The change to visual management now means that everyone understands how things work and where they fit in terms of the bigger picture.

“This isn’t a project; it’s how we do business everyday, everywhere with everybody (and) I’m excited about the opportunities ahead – I feel like we’ve only just scratched the surface. If we’ve achieved this in the first two and a half years, just imagine where we will be in the next two and half?”

Examples of Kaizen in action at the Rotorua Aquatic Centre can be seen by clicking here to view a video.

Since introducing the Kaizen principles, the Centre has achieved wide recognition for its performance, with awards and accreditation including:

• Winner - SOLGM GHD Government Excellence Awards 2012

• Winner - Lean Business Unit of the Year RDC 2012

• Winner - National Swimsation Swim School of the Year 2013

• Winner - KEEP ROTORUA BEAUTIFUL Awards 2013

• 5 STAR - Qualmark Visitor Attraction 2013

• ENVIRO - GOLD QUALMARK Accreditation 2013

• 5% NRB IMPROVEMENT in Customer Satisfaction

• $100,000 favourable net operating costs on previous year

Receipt of the Qualmark Evaluation and Environmental Certification was seen as particular recognition of the Centre’s hard work and strong leadership.

Reflecting on the achievements that led to the certification, Sylvester adds “this rewarding and positive result is one of many which are demonstrating the return to Rotorua District Council and the Rotorua Aquatic Centre on the investment being made in Kaizen thinking.

“The age of the facility was the only thing which didn’t get top marks with all the other 14 areas scoring a full 100%.

“Full recognition and thanks must go to the terrific dedication and hard work of the team at the Aquatic Centre.”

Founded in 1988, the Kaizen Institute New Zealand is one of the most established Kaizen business units outside of Japan.

The Auckland-based team enables leaders to achieve their performance dreams through the continuous improvement of people, processes and systems. The Institute specialises in diagnosing problems, creating awareness, drawing roadmaps, lead implementation, developing experts and coaching leaders to sustain business excellence.

Click here to visit the Rotorua Aquatic Centre website.

Click here to visit the Kaizen Institute New Zealand website.

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