Calculate a value-stream timeline and use it to identify the dominant delay.
Software access takes six calendar days from request to active account, and the team is blaming the 15-minute approval step. Value-stream timeline: step cycle time plus wait time equals end-to-end lead time. The common trap is to optimize the visible work step because it feels controllable. In this case, making the 15-minute approval step 5 minutes faster would barely affect a six-day lead time if the request still waits in a batch queue for days. Step 1 Record intake cycle time: Support spends 10 minutes checking the request and assigning the access category. Cycle time captures work content. It does…
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