Separate touch time from wait time
Explain why value-stream maps show both active work time and elapsed waiting time.
The delay gap is the lesson. Touch Time Touch time is active transformation. It is the work people usually defend because it feels real and effortful. Lead Time Lead time is what the customer experiences. It includes every queue, batch, calendar delay, missing input, and review loop. Value-Added Ratio A simple visual module is touch time divided by lead time. If 5 hours of work take 12 days to reach the customer, the map should make that gap impossible to ignore. Better Countermeasures If touch time dominates, simplify the work. If waiting dominates, redesign the flow: WIP control, smaller batches,…
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