answer 3 questions caesars lean

 Brad Hirsch, the new General Manager at Harrah’s Metropolis Casino found evidence from customer surveys and data on loyalty-card usage patterns, as well as competitive pressures across the casino industry, that indicated a general need for process improvement at the Metropolis facility. Hirsch had successfully led employee-centered efforts to apply LEAN operating principles to improve customer service in three of his company’s casinos in Tunica, Mississippi. He believed what he learned from those experiences would be applicable in the Metropolis location, but wondered if he should consider a modified approach that could potentially produce results more quickly with the help of a team of internal experts. When you read the case think particularly about the impact of the kaizen events at Tunica and how you can change people through “emotional experiences”.