Where a customer is forced to wait in a queue or to wait for value-adding services. This is primarily a scheduling issue, although providing warning signs such as at Disney World can alleviate this waste. More of this waste occurs where a customer has to provide the same information several times over, as in some visa applications or is asked to provide unnecessary detail. Spike Milligan always insisted that customer surveyors provide him with the same information about themselves as was asked of him.

A sub category of the waste of customer time is the waste of customer inconvenience. Making the customer visit 5 departments to get building plans approved, to have to wait in for a delivery, or to have to travel for a service not offered locally.