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Applying Toc to Services

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Submitted By Muralee
Words 2659
Pages 11
Abstract
Theory of constraints (TOC) is about thinking in logical, systematic, or structured processes similar to the PDCA learning loop and also about analyzing cause and effect, verifying basic assumptions, exploring alternatives and process improvement. The goal of TOC is to maximize the efficiency of a process selectively at the most critical points (constraints) and thereby maximize profitability. The purpose of this paper is to provide a comprehensive descriptive study on applying “Theory of Constraint” principles in improving the effectiveness of the service process that was limiting the entire service system. We have studied based on Schmenner’s classification of service organizations into four quadrants of service process matrix. Clear explanations supplemented by examples for each quadrant define how the theory works, why it works and what issues are resolved and what benefits are accrued.
Introduction
Operations management of services talks about how to plan, execute and improve service delivery so that more services are delivered faster and reliably with same/similar resources without compromising on quality. Services, in general, can be any of – Public Services, Professional Services, IT Services, Healthcare services, Banking/Insurance etc. Theory of Constraints, as proposed by Eli Goldratt, works well in a Manufacturing setup, but to replicate in a Service model requires adaption more than adoption. It should be accepted that trying to force a service organization into a factory model never quite delivers the results promised.
Service Organization broadly falls into two sub-categories – One that involves physical good and one that doesn’t. Information only service doesn’t involve physical goods and should be handled with utmost care. When we try to force an information-only organization into a manufacturing model we create processes where processes

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