Yesterday, I went to a Pharmacy Shop to buy medicine for my mother. This is what exactly happened at the Shop:-I asked shopkeeper for the medicine I needed.
Shopkeeper checked for availability in his records.
He asked his colleague to get it from shelves.
His colleague spent 20 MINUTES searching for the medicine and didn’t find it.
With high frustration, I asked why are you wasting my time. Should I go somewhere else?
Shopkeeper went to the shelf and brought the desired medicine in 30 seconds.
DISSATISFIED and FRUSTRATED, I spent 20 MINUTES EXTRA in WAITING and I paid him for the medicine.
An Analysis of Value vs Waste
Look at the above table, only 1 minute, out of total time of 21 minutes, was actually the people at medicine shop were productive.
If you were the Customer would you be satisfied with this service? Would this shop be the first choice if you need to buy the medicine again?
Imagine what would be the impact if similar situation is repeated thrice a week. This shopkeeper may have many more dissatisfied and frustrated customers. He may lose business over time.
Think of similar situations in your own company or workplace. How much time you are spending on Searching something and someone is waiting for you to deliver. Will he be happy with your service?
Searching is type of Waste which You must eliminate.
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