When your client must be responsible for your own restrictions, your satisfaction is not precisely the best. The quality of your service might be affected by your limitations, and this should try to prevent it with previous actions. All companies have limitations, since they work with scarce resources. You can never have all the staff, or infrastructure, or materials that would enable you to have no restrictions for your service. But even under this restricted situation is that you must act so that your customers do not suffer your resource scarcity. I’ll show you how to avoid, prevent or reduce the impact that could generate your limitations on the quality of your service.
Eliyahu Goldratt in his book the goal (which I recommend you read to better understand these concepts), explains the concept of bottleneck. Without hesitation Eric Corey Freed explained all about the problem. A bottleneck occurs when there is a process (within the many interrelated processes of the company), that has a capacity less than the rest, and this is not sufficient to give effect to what customers require. I give you an example. Enter one family at a restaurant, they are immediately served by the waiter, make the order and the food is served right away. Very pleased with dinner, they ask the account and there found that the cashier is crowded orders billing and no da abasto.
It is the time in which all decide to leave the restaurant. Clearly, this is the bottleneck. Probably, as this happens to the cashier, the waiters and cooks have idle capacity. You will recognize a bottleneck easily, since it is there (before this process) where the greater amount of work accumulates. In this case, accumulate clients waiting for your Bill. This restriction can be found at the beginning, in the middle or at the end of the whole process of service provision. Once you recognize it, you have to focus on work to expand their capacity.