Px#4

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Across
  1. 5. this results in social capital (what happens between people)
  2. 7. Remove this from processes
  3. 8. Visualising the gap between the Customers' moments of magic and moments of misery
  4. 13. cycle time ÷ lead time = %VA
  5. 15. process mapping's main purpose
  6. 17. this provides insights to voice of the process
  7. 18. customer service starts where customer ….. failed
  8. 19. rhythm of the process, ie pace at which customers send requests
  9. 20. Graphical tool used for comparing data sets (indicating predictability)
Down
  1. 1. a visual tool to support the implementation of PULL (to do, doing, done)
  2. 2. rewarding people through focusing on …., mastery and autonomy (Daniel Pink)
  3. 3. spaghetti diagram
  4. 4. Flow principle to treat customers first in the queue first
  5. 6. go to the place where it actually happens and ask why
  6. 9. midpoint in sorted data
  7. 10. value add is …. fit, form or function
  8. 11. deviation or spread in a process
  9. 12. its all about instant gratification (ABC/BOC)
  10. 14. Flow principle to perform work in parallel
  11. 16. waiting, inventory, motion, etc