Welcome to the Gemba video series of the Asian Productivity Organization. In Japanese, “gemba” literally means “actual place” but generally refers to a specific site where work is carried out. These videos show good practices at production sites in Japan. The theme of this video is “Omotenashi,” the Japanese approach to unforgettable excellence in customer service and hospitality, and introduces the latest examples from the hotel sector. It shows how a hotel tries to enhance both productivity and quality services for the ultimate in customer satisfaction.
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