Here’s a hypothetical situation. Company A has been experiencing dropped calls in its customer service department. This has led to an increased number of customer complaints. To handle this, the customer service department’s overtime hours are going through the roof. As you can imagine, this is costing Company A a lot of money not only in overtime, but in lost customers. What should Company A do? There are two options. They can choose a traditional approach to problem solving or apply the Kaizen method.