Process mapping
Ninety seven percent of that form's life is waiting
Value added analysis on one ordinary approval, step by step. The proportion is not unusual, and the part everyone tries to improve is the smallest number on the page.
Section
Case walkthroughs
One process, followed end to end, with every number shown along the way.
Process mapping
The boxes on a process map are not where the time goes
A warranty claim spends sixty four minutes being worked and ninety eight hours waiting. Sorting that waiting into four kinds is what decides which fixes are free.