d851ad6a_r_Efficiency_and_Effectiveness__Description
[Type of Waste] ErrorsIn services, this corresponds to defects. [Examples] Telling a customer that the repair service will arrive between 10 a.m. and 1 p.m. and then showing up at 4 p.m. is the type of error that few customers are willing to forgive or forget. [Description] 
Any errors or mistakes associated with either the ancillary goods or the service itself.
The Search for Efficiency and Effectiveness