Sort waste in a service process
Identify common forms of waste in service and knowledge-work kaizen.
Sort each observation from a service process into the waste category it best represents. Waiting Defects and rework Unnecessary motion Overprocessing Inventory or queue Unused knowledge A completed access request sits for two days because only one manager releases approvals on Fridays The billing analyst corrects customer tax region after invoice creation because the order form allowed a blank value A coordinator copies the same customer ID from CRM to billing, then to a spreadsheet, then to the support ticket Two teams send separate weekly status emails that contain the same implementation progress numbers Forty-three vendor setup tickets wait in…
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