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Judgment & ambiguity · When to act

It's a Friday rush, ticket times have climbed from twelve minutes to twenty-eight, the expo rail is backing up and one line cook is in the weeds. At what point do you 86 items or slow the door, and how do you read the signal?

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Ticket time is a trailing indicator — by the time it reads twenty-eight, the real backlog is already worse, because the tickets still on the rail haven't finished aging.

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