On p.49 you say that you have managed to eliminate wait time external to your processes. You also argue that you should focus on the internal processes and not the external processes as this is out of your control, which I partly agree with.
I, however, come from a Quality background and have a lot of UX design experience, so my perspective is grounded from the customer’s viewpoint.
From a customer point of view I don’t think waiting time has been eliminated. The entire service time is in fact waiting time from a customer perspective. Using the Disney reference (and with Gamification in mind), the way they solve this waiting time is by entertaining the user while they wait similar to an airport experience where users are asked to walk a certain journey to create the illusion that they are busy.
From a gamification perspective, this could be addressed by mapping out a user journey where the user is involved in the manufacturing process throughout the journey, not just at sales and then at delivery. IKEA has done this masterfully.
Taking the car manufacturing setting as example you could break down the sales process into smaller steps, mapped to the manufacturing production line. What do you need to know in order to start the manufacturing? Probably (and I’m assuming this because I haven’t worked in a car manufacturing plant myself) only the model. Next, you can ask for the configuration inside etc. In effect you’re stretching out the buying process to create the illusion that waiting time is reduced, even though it’s not. All you’re doing is getting information Just-In-Time rather than upfront before you start the process of manufacturing.
I realize there’s a lot of complexities, like the cost adjustments within different choices etc. but I think that’s a relatively easy problem to solve and could actually be more profitable.
So is external wait time truly out of your control and is it really eliminated? I’m not convinced.