The Wait Time Check.
Pick one process that feels slow. Write down the
total time it takes end to end. Now write down
how many minutes of actual work happen inside
it.
For most service businesses the working time is
under 15% of the elapsed time. The other 85% is
waiting: for a reply, for approval, for someone to
notice a message.
Automating the work makes almost no
difference. Removing one wait does.
Which single wait, if you deleted it, would cut the
most elapsed time?
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Joseph Digangi
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The Wait Time Check.
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