Innovation Development to Enhance 21st Century Work Skills Based on Gemba Walk Principle of Service Staffs in the Shopping Center

Abstract

              The objectives of this research were: 1) to investigate the current conditions, problems, and needs for innovations enhancing 21st-century work skills based on the Gemba Walk concept among shopping centers service employees, and 2) To develop an innovation that enhances 21st-century work skills based on the Gemba Walk concept among service employees in shopping centers. A qualitative research and development (R&D) design was used with seventeen purposively selected key informants, including executives, service staff at all levels, and related teams. Data were gathered through in-depth interviews, focus groups, and brainstorming. Findings were verified using triangulation.

              The findings revealed that: 1) service employees demonstrated high enthusiasm, consistently responded to service tasks, and clearly expressed a service-minded attitude. Additionally, a trial system for reporting defective equipment via the LINE application in collaboration with the maintenance team was implemented. However, several issues emerged, including communication problems, inaccurate defect information, unfair complaint handling, inadequate management coverage, and a lack of coordination among culturally diverse teams. As a result, the identified needs focused on systems to enhance skills and support operational plans. 2) Regarding the developed innovation, it consisted of three components: 2.1) system development, 2.2) personnel development, and 2.3) evaluation development.