Measure

MeasureTime wastage in customer services:Initial delay occurs because calls not assigned by authorized center to engineer.Engineers were not prepared properly for the problem of damaged partGoing back and waiting for part is time lost.Skills of the engineer in problem solving.

Extra time = Call from Authorized Center to service engineer + Engineer fixing time + Skill set of engineer

MudaMuda here is the extra time that is wastedWaste is due to factorsWaiting time : call from authorized center to engineer and engineer waiting for parts.Defects/Rework : Skills of engineer are not up to the mark and engineer goes back if he doesnt have the defected partThe work is not properly operated and coordinatedLoss of communication in the authorized center

Lead TimeCycle time : Time taken by customer call to authorized center + authorized center call to engineer + engineer fixing the problem

Waiting time : Time taken in calling the engineer by authorized center + engineer going back and forth because of lack of parts + sending another engineer is 1st engineer is not competent.

Lead time = Cycle time + Waiting time