Implementing LEAN Operations at Caesars Casinos
Implementing LEAN Operations at Caesars Casinos
In December 2014, Brad Hirsch stood on the gaming floor of the Harrah’s Metropolis Casino and Hotel in Metropolis, Illinois. Hirsch had assumed the position of Senior Vice President and General Manager at this Caesars Entertainment property in mid-2014. Caesars’ culture was strongly oriented toward optimizing the customer experience. This history, coupled with increased competitive pressures and new corporate financial goals for 2015, had created the motivation to intensify improvement efforts at the Metropolis facility. Hirsch had successfully led employee-centered initiatives to apply LEAN1 operating principles in three of the company’s casinos in Tunica, Mississippi. He believed that what he learned from those experiences would be applicable at 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.
In 2014, Caesars Entertainment, based in Las Vegas, Nevada, was the world’s most geographically diversified provider of casino entertainment....