Waste/Muda in Phone Prompt Systems
No link to an article here, but I had to comment on a process that almost always has teh same form of waste — automated phone prompt systems. Why is it, whether it's an airline, a bank, or an insurance company, that you have to punch in or speak your account number to the automated system only to have the first person you talk to ask for what? Your account number! Are these systems incapable of passing along that information to the phone agent via a computer system? Are these phone systems just trying to “scare off” non-customers, thus reducing waste for the human phone operators? It seems that these processes should view waste from the eyes of the customer (the caller). Why is this such an annoyance across industries/phone systems? Is this a “Lean Consumption” topic?