SPEAK TO THE PROBLEMS 5.2: Unblocking Bottlenecks; Fixing Unbalanced Processes

(SHORT NOTES FROM PROBLEM SOLVING SKILLS:

Improving Business Processes at http://www.mindtools.com)

 

What is a Bottleneck?

A bottleneck in a process occurs when input comes in faster than the next step can use it to create output.

There are two main types of bottlenecks:

·       Short-term bottlenecks – These are caused by temporary problems.

·       Long-term bottlenecks – These occur all the time.

Identifying and fixing bottlenecks is highly important. They can cause a lot of problems in terms of lost revenue, dissatisfied customers, wasted time, poor-quality products or services, and high stress in team members.

Signs of bottlenecks:

·       Long wait times

·       Backlogged work

·       High stress levels.

Two tools are useful in helping to identify bottlenecks:

1. Flow Charts

·       to help identify where bottlenecks are occurring

·       break down a system by detailing every step in the process in an easy-to-follow diagrammatic flow

·       much easier to see where there might be a problem

2. The Five Whys Technique

·       identify the problem to address

·       working backward, ask why the problem is occurring

·       Keep asking "Why?" at each step, until the root cause is reached

Key Points

·       Bottlenecks can cause major problems for any company, and identifying their root causes is critical.

·       Look for the typical signs of bottlenecks – such as backlogged work, waiting (by people, materials, or paperwork), and high stress relating to a task or process.

·       To make sure you identify the root cause (and not just one of the effects), use a Flow Chart or the Five Whys technique.