Applying TOC to Service Businesses

The Theory of Constraints is arguably the most powerful framework for small business operations. Yet it's deeply counterintuitive.

Jon opens by calling this "the single most interesting concept" he's wrestled with in years, one that sits at the heart of everything he does at Sagan. On a more practical level, Peter sees the concept as answering two critical questions every business owner has: "Why am I not achieving X?" and "What should I work on?"

Eliyahu Goldratt's manufacturing classic The Goal might just have the answer: every system has exactly one constraint at any given time. Like a chain's strength determined by its weakest link, your business throughput is determined by your bottleneck.

It’s important to avoid optimizing non-constraint resources. Peter's executive assistant Monica doesn't need to be busy 40 hours per week because if Peter's time is the constraint, Monica's availability is actually a feature, not a bug.

Firefighters sit idle 85% of the time so they can respond in five minutes. F1 pit crews have 20 people working seven seconds per race because speed, not cost, is the constraint.

Jon and Peter get into the five-step process. These are to identify the constraint, exploit it (no lunch breaks for the bottleneck!), subordinate everything else (redistribute weight from Herbie's backpack), elevate through investment only when necessary, and repeat as the constraint moves.

And remember, idle employees facing "idleness aversion" will invent busywork, whether it’s creating SOPs, trackers, and communication cadences that generate noise and clog the constraint's queue.

The solution isn't just accepting idle time but directing it toward infinity tasks that support the actual constraint.

Key Topics:
(02:15) The Central Question for Business Owners
(07:04) Three Powerful Analogies for Understanding Constraints
(11:03) How to Identify Your Constraint: Five Diagnostic Questions
(17:05) Why Utilization Rates Don't Matter for Non-Constraints
(22:50) The Firefighter Principle: Availability as a Precondition for Speed
(24:00) F1 Pit Crews and the Insidious MBA Optimization Trap
(33:05) Organizing Everything Around Your Closer
(42:00) The Drum-Buffer-Rope Method: Controlling Work Release Rates
(49:10) How Idle Employees Invent Harmful Busywork
(56:23) Sales vs. Operations: Which Side Wins Depends on Your Current Constraint
(1:06:51) The Supervisor's Most Important Job

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Jon: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@MatznerJon⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ on X and at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠lazyleverage.beehiiv.com⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Peter: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@pslohmann⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ on X and at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠peterlohmann.com