Create more time, money and quality by eliminating 8 wastes.

“Waste” in a Service Organization is anything that does not add value to the customer.

Waste only adds to time and cost and undermines quality.

This customer could be an external customer who is the recipient of a Service (Care) or Product (Car) in return for money. For an internal customer who requires support from other departments like HR, IT, Sales and Marketing etc.

The 8 Wastes of include

Type of waste	What is it?	Examples
Waste of Over-production	Processing too soon or too much than required	Information sent automatically even when not required Printing documents before they are required Processing items before they are required by the next person in the process
Waste of Defects	Errors, mistakes and rework	Rejections in sourcing applications Incorrect data entry Incorrect name printed on a credit card
Waste of Inventory	Holding inventory (material and information) more than required	Files and documents awaiting to be processed Excess promotional material sent to the market Overstocked medicines in a hospital More servers than required
Waste of Over-Processing	Processing more than required wherein a simple approach would have done	Too much paperwork for a simple transaction Same data required in number of places in an application form Follow-ups and costs associated with coordination Too many approvals Multiple MIS reports
Waste of Transportation	Movement of items more than required resulting in wasted efforts and energy and adding to cost	Movement of files and documents from one location to another Excessive e-mail attachments Multiple hand-offs
Waste of Waiting	Employees and customers waiting	Customers waiting to be served by a contact center Queue in a grocery store Patients waiting for a doctor at a clinic System downtime
Waste of Motion	Movement of people that does not add value	Looking for data and information Looking for surgical instruments Movement of people to and fro from filing, fax and copier machines
Waste of Un-utilized People	Employees not leveraged to their own potential	Limited authority and responsibility Managers common Person put on a wrong job

Tim Rogers

Founder ciChange

timrogers@ciChange.org

http://www.linkedin.com/groups/CI-Change-4301853

ciChange seminar and networking events for 2013 sponsored by Total Solutions Group http://www.tsgi.co/