d851ad6a_r_Efficiency_and_Effectiveness__Description
[Type of Waste] Unnecessary motionA customer is shuttled between a variety of operations and where each move does not substantially add to value. [Examples] A customer wishes to lodge a complaint. The customer calls the complaint department and then is moved from one sales representative to another. This type of frustration may cause customers to drop the service. [Description] 
A customer who is shuttled between a variety of operations and where each move does not substantially add to value.
The Search for Efficiency and Effectiveness