Glossary

Rework

The repetition of work already performed because of errors, incomplete data or returns.

The repetition of work already performed because of errors, incomplete data or returns. It is among the most revealing quality indicators: a process can meet its outcome and still consume twice the necessary effort.

It is the most honest indicator of design quality because it cannot be dressed up: every return is work already paid for once. Its cause usually sits upstream, in data requested too late or badly.

Related terms

Bottleneck

The point in a process where available capacity limits overall throughput, producing waiting and case build-up.

Data quality

The degree to which data are accurate, complete, consistent, timely, valid and unique.

Evidence-based continuous improvement

The practice of redesigning from operational data (timings, backlog, rework, exceptions, data quality, satisfaction) rather than opinion or perceived efficiency.