Underlying method;
Lean manufacturing. Bicheno & Holweg provides an adapted view on waste for the method ("waste", see
Lean manufacturing, waste and
The Toyota Way, principle 2): •
Delay on the part of customers waiting for service, for delivery, in queues, for response, not arriving as promised. •
Duplication. Having to re-enter data, repeat details on forms, copy information across, answer queries from several sources within the same organisation. •
Unnecessary Movement. Queuing several times, lack of one-stop, poor ergonomics in the service encounter. •
Unclear communication, and the wastes of seeking clarification, confusion over product or service use, wasting time finding a location that may result in misuse or duplication. •
Incorrect inventory. Being out-of-stock, unable to get exactly what was required, substitute products or services. •
An opportunity lost to retain or win customers, a failure to establish rapport, ignoring customers, unfriendliness, and rudeness. •
Errors in the service transaction, product defects in the product-service bundle, lost or damaged goods. •
Service quality errors, lack of quality in service processes. Shillingburg and Seddon separately provides an additional type of waste for the method: • Value Demand, services demanded by the customer.
Failure Demand, production of services as a result of defects in the upstream system. ==Criticism==