“(...) secondary needs are harmful to organisations since they generate superfluous work devoted to taking care of se...
Superfluous work is a very sophisticated form of waste since we often fail to realize that it is waste. We think we are adding value, but we are not.
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“(...) secondary needs are harmful to organisations since they generate superfluous work devoted to taking care of secondary needs. It consumes resources, even if no “real” customer value is created.
Superfluous work is a very sophisticated form of waste since we often fail to realize that it is waste. We think we are adding value, but we are not. (...)"
From "This is Lean - resolving the efficiency paradox"