A DMV-appointment team’s active time on a request is 4 hours inside a 20-day wait. Which measure should the SM/TC use to make that contrast visible?
Select an answer to reveal the explanation.
Short Explanation
Four hours of real work inside a 20-day wait is a two-minute oil change with a three-week parking lot. Flow efficiency is that ratio. It points at waiting, not typing speed.
Full Explanation
Flow efficiency is value-add (active) time divided by total flow time. A 4-hour touch inside 20 elapsed days shows that wait, not effort, dominates the DMV-appointment experience. Velocity, utilization, and last-day WIP do not expose that ratio. Making efficiency visible directs the team toward shrinking queues and handoffs rather than accelerating the already-short active work.