Theory of Constraints Applicable to Service

597 Words Feb 1st, 2018 2 Pages
It is a five step model consisting of identification of constraints, deciding how to eliminate them, applying action, elevating the constraints, then repeating the process if constraints are found. It involves a thinking process of what to change, what to change to, and how to cause the change.
Dimensions of service quality include tangibles (facilities, equipment, and tools fit for the task), reliability (desired results every time), responsiveness (quick and accurate responses), assurance (capability and competency), and empathy (caring service and individualized attention). Each constraint is classified under one of six categories: market, material, capacity, logistical, managerial, and behavioral (Bramoraski, 1997). Market constraints deal with geographic and socioeconomic factors. Material constraints deal with shortages of office supplies, such as forms. Capacity constraints deal with inadequate labor and equipment. Logistical constraints are related to the movement of material, such as processing paperwork. Managerial constraints deal with strategies and policies that affect system performance. Behavioral constraints involve employee actions aimed at pleasing management that adversely affect customers.
To illustrate how the theory of constraints can be applied to a service organization, suppose the manager of a small bookkeeping service is…