Follow The Constraint, Not The Noise
Use TOC to decide what not to optimize.
Live process moment In the support queue, agents complain about the tagging tool, managers complain about macros, and customers complain about 48-hour waits. Three fixes compete for attention, but only one part of the system limits throughput. The first choice changes whether the team learns from the process or just works around it. Theory of Constraints Five Focusing Steps The Theory of Constraints focuses improvement by asking where the system is actually constrained. Many irritations are real; few determine overall flow. The discipline is to protect the constraint from starvation and distraction before spending energy elsewhere. Only the constraint governs…
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