Calculate the value-added ratio
Calculate a simple value-added ratio from lead time and touch time.
A renewal amendment takes 12.5 calendar days from request to signature. The team records 6.25 hours of active work across intake, pricing, legal review, and signature routing. Value-added ratio = touch time / total lead time Teams often try to reduce the visible task time because that is where they feel effort. When waiting dominates, task-speed improvement produces tiny customer impact. Convert lead time 12.5 days x 24 hours = 300 elapsed hours. Use one unit before dividing. Calendar time is appropriate here because the customer waits across nights and weekends. Sum touch time Intake 0.75h + pricing 2.0h +…
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