Lead Time vs Cycle Time: what the customer actually feels
The team celebrates a low cycle time, but the customer waited from the request. See each item’s journey, the hidden queue wait, and adjust the WIP to bring the two together.
The customer feels the lead time: from request to delivery. The team often only measures cycle time: from start to delivery. The difference is the queue wait. Adjust the WIP and watch each item’s journey.
Lead time and cycle time
Lead time is the total time from the customer’s point of view: from request arrival to delivery. Cycle time is from the team’s point of view: from starting work to delivery. The difference is the queue wait before start.
Why measure lead time
Measuring only cycle time hides the queue. If the backlog grows because we start more than we finish, lead time spikes while cycle time looks great. Limiting WIP and setting a good commitment point reduces the wait, and lead time approaches cycle time.
Frequently asked questions
What is the difference between lead time and cycle time?
Lead time is from request arrival to delivery (what the customer feels). Cycle time is from start of work to delivery (what the team measures). The difference is the queue wait.
Why is my cycle time good but customers complain?
Because they feel the lead time. If there is a queue before starting, lead time is much larger than cycle time.
How do I reduce lead time?
Limit WIP, balance intake with delivery capacity and commit to work at the right moment. Less queue = lower lead time.
