Equifinality at the Gates of Process Innovation: Mapping the Paths for Reducing Cycle Time Variance in the Service Context

摘要

This study investigates the predominant approaches for reducing cycle time variance in service settings. A review of the available case examples shows that most studies in the service context address mean cycle time length rather than cycle time variance, although the latter is the correct object of process innovation under the Taguchi principle. Accordingly, using a systematic-review method, this study collects best practices in services that either directly or indirectly target cycle time variance. Synthesizing the cases, the analysis finds three main paths to dominate practical efforts to decrease cycle time variance: simulation, statistical quality control, and value stream mapping.