Measure active work, waiting, handoffs, rework and exceptions before proposing improvement.
Complete this resource as part of the lesson, keep your evidence and decisions together, and use the output in your workplace application.
A service desk is busy all day but customers still wait. Time sampling shows only 42% of the process is active work; the remainder is waiting for approvals, information or corrections. The issue is flow design, not simply effort.
Complete this resource as part of the lesson, keep your evidence and decisions together, and use the output in your workplace application.
Process | total elapsed time | active work time | waiting time | handoffs | rework | exceptions | customer impact | control purpose.
Complete this resource as part of the lesson, keep your evidence and decisions together, and use the output in your workplace application.
REQUEST → QUEUE → WORK → HANDOFF → QUEUE → REVIEW → REWORK → COMPLETE. Mark every queue and correction point before proposing removal.
Complete this resource as part of the lesson, keep your evidence and decisions together, and use the output in your workplace application.
Choose one process and establish a baseline for elapsed time, work time, waiting and rework.
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Explain why a busy team can still have poor flow efficiency.
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The baseline must distinguish measured facts from estimates.
Complete this resource as part of the lesson, keep your evidence and decisions together, and use the output in your workplace application.