What are the types of waste at each step of the work configuration at Global Connect?

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Review the HBR Case Study “Lean Transformation at Global Connect”, provide a 2-3 sentence summary, and answer the following questions:
1 What are the types of waste at each step of the work configuration at Global Connect?
2 What are the bottlenecks in the current process?
3 What would you recommend to improve the process?
4 What metrics would you use to track the progress?

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