The types of waste (6): errors, queries, rework

Errors, queries, rework are generally to be regarded as waste. There is no added value and the goal of flowing processes is prevented. Errors that only occur with the customer have particularly negative effects: A negative image is created for the company with possible claims for recourse, and the necessary rework significantly disrupts normal order processing. The same applies to queries: not only those who ask because they lack information have to interrupt their work process, but also those who are asked. According to research by Gloria Marx, we now know that it takes an average of 23 minutes to pick up where you left off after a break. The resulting potential here, especially in the administrative areas, is still considerable and should be leveraged as quickly as possible. With the value stream or information structure analysis, you have two very useful tools at hand.