Michael Hyatt, chief executive officer of Thomas Nelson publishers, recently went to a special clinic that specializes in travel to get some vaccinations for a trip he is taking to Ethiopia. He assumed it would take him 30 minutes at the most, but the process ended up robbing him of two hours.
First he spent 15 minutes filling out a bunch of paperwork for reimbursement by the insurance company, only to learn that his insurance doesn't cover the fees. When he asked why he had been asked to fill out the forms in the first place, the receptionist replied, "Honestly, I don't know." When the nurse saw him, she asked him all the questions he had filled out on the paperwork about medical history, allergies and the like. Then, after another delay, the doctor saw him and proceeded to ask him the same questions.
It's easy to see such waste in other organizations. But on his blog, he asks: What procedures are getting in the way of your organization providing the best possible service to your customers? What are you doing that is no longer necessary or useful?