FN ISI Export Format VR 1.0 PT J TI Process optimization in the service sector by using Kaizen AF Wanner, Marco AU Wanner, M AB The airline business is highly competitive and the pressure on costs as well as increased service expectations of premium travelers has been rising continuously. In 2006, SWISS decided to introduce Kaizen (a Japanese term meaning "improvement") and the lean management principles to counteract the very tense market situation. Since 2006, more than 130 Kaizen workshops have taken place in almost every department of the company. Workshops have become the main part of the Kaizen activities, supported by marketing campaigns such as posters, intranet pages and road shows. To evaluate the success of past activities and especially the workshops, a questionnaire was sent to recent workshop participants. Based on the results of the questionnaire, interviews with Kaizen experts were conducted to obtain profound knowledge of the situation. The main goal of this Bachelor thesis is to give recommendations for further developments of Kaizen within SWISS, based on previous findings and a literature review. It can be said that regardless of whether considering the survey and interviews or not, it is essential to see Kaizen as a long-term strategy, which requires the full commitment of its top management. Only this ensures the successful establishment of the Kaizen philosophy within the corporate culture of SWISS. ER