20.5. HOW DO WE MAKE VALUE FLOW AT THE PULL OF THE CUSTOMER?
The key to value flow is to break the mental bonds of the batch-and-queue mindset. Batch and queue are everywhere. At your favorite restaurant where you are handed a little device to alert you when your table is ready. At the airport where you move from one line to another to another and show the same ID several times. At your physician's office where it's made clear to you that your time is less important than the doctor's time. On the phone where you find yourself on hold. On the waiting list for a surgical procedure. At home all day waiting for a cable installer who, we're told, will be there "sometime Wednesday."
Figure 20.3. UPS racing team pit crew.
Batch and queue are also ...
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