This episode examines a fundamental truth for all service leaders: excessive queue time, rather than a lack of resources, is the primary destroyer of customer trust. Drawing on process analysis, we argue that true productivity requires radical work simplification and structural discipline. We dissect the hidden costs of disorganized flow, the corruption of political queue jumping, and the failure of the first-in, first-out (FIFO) principle. Learn why leaders must shift focus to metrics like Queue Aging and Work in Progress, and how applying Lean Six Sigma can create leaner, more accountable service processes across a university.

Based on Substack article:

https://dispatchesinternetpioneer.substack.com/p/the-queue-time-is-the-killer

Energetic Business Background Music by LolaMoore -- https://freesound.org/s/754966/ -- License: Attribution 4.0

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