d851ad6a_r_Efficiency_and_Effectiveness__Description
[Type of Waste] Opportunity lostAn engagement with the customer to a service environment that is a failure. [Examples] Services differ from products in many ways. One of the most important is that quality services tend to be in real time. In manufacturing, one can test the product before it is shipped. This does not always occur in services. A few words from a rude clerk can describe the customer’s vision of the company. Subsequent apologies may do nothing to erase this negative image. Providing customers with the wrong information, even about minor details, can also destroy their perception of a company. [Description] 
Every engagement with the customer in a service environment is an opportunity to succeed or fail. Failure can be associated with a bad behavioral interaction with the customer, ignorance about the service, or providing incorrect information to the customer.
The Search for Efficiency and Effectiveness