Determinants of Sustainable Continuous Improvement Practices in Mail Processing Service Operations

This study aims to identify determinants of sustainable Gemba Kaizen practices, a concept of continuous improvement, for reducing carry over and enhancing productivity at a mail processing centre owned by a leading postal services provider in Malaysia. In order to discover determinants of sustainable Gemba Kaizen practices, this study looks into eight variables; organizational culture, employee participation, employee behaviour, leadership, ergonomics, maintenance, work procedures and process redesign. Questionnaires were distributed to 220 employees that were directly involved in the 5S activities. Interestingly, employees’ experiences show that factors related to employees’ competency, maintenance of equipment and ergonomics are vital in sustaining the Gemba Kaizen practices. The organization may need to review company's policy in order to sustain the effectiveness of continuous improvement activities; the 5S.