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