The most telling characteristic of 'waste' is that people aren't aware of it. To most people waste has to do with material waste, scrap, rejects and things that are thrown away. That is not how waste is defined in this chapter and in world class companies. Waste is any activity that does not add value. 'Adding value' means: changing the product or information in some way that is of value to the customer. The customer in this case may an external customer (the end user of the information or product) or it may be an internal customer i.e. the next person in the process.
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