No one likes to wait in line.
As customers, we quickly want to get the value that we are willing to spend money. And for business, we want to quickly convert value to revenue while minimizing costs.
Of course, when I'm in a long line, I like to calculate my own wait time using Little's Law. So, I estimate the number of people in line (in other words WIP) and divide by the number that complete the process every minute (an exit rate). Note - a potential side effect is a spouse eye-roll!
For example, I've found that 3 people get their order every minute at my favorite fast food restaurant and that 5 rows exit a 737 each minute. This is how amusement parks calculate that 2 hour wait time for your favorite ride.
Process engineers look at wait time overall and for steps within the process. Then they work to identify where waste can be eliminated that has the greatest impact. Improving wait times (or "time-to-value" in software solution deployment) can reduce customer loss; reduced expenses to both the business and the waiting customer; better align expenses, cashflow, and revenue recognition; higher employee morale; and improve the overall customer experience.
So next time you are in a long line, have some process fun and estimate your own wait time.
That's my 8020 Framework. What's yours?
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