When I started analysing touch time data for a major UK insurer's claims operation, I thought I knew what I'd find. Inefficient processes. Slow systems. Undertrained staff. The usual suspects. However, I discovered we'd been looking at the problem entirely wrong. And that misunderstanding was costing the business thousands of hours annually. The Original Hypothesis (That Turned Out to Be Wrong) Like most operational excellence projects, we started with a simple question: "How