ABSTRACT. Background: This study investigates the role of an incremental change in organizational process in
creating radical performance results in a service provider company. The role of Kaizen is established prominently in
manufacturing, but is nascent in service applications. This study examines the impact of introducing Kaizen as an ODI
tool-how it is applied, how it works, and whether participants believe it helps service groups form more effective working
relationships that result in significant performance improvements.