This practical how-to guide takes readers through the ins and outs of planning and executing kaizen events in non-manufacturing settings and conducting post-event follow-up to sustain changes made. The authors provide methods and tools to help build a motivated workforce and lay a foundation for continuous improvement. Readers will learn how to effectively scope the activity, engage the right people, and facilitate events with measureable results. The accompanying CD provides immediate access to a number of Excel-based tools.