Our number one priority in remedial situations – i.e. nearly every org we’ve ever been into – is usually Create Headroom.
There is a simple formula that seems very hard to grasp: Maximum utilisation is not equal to maximum throughput. Maximum throughput comes when utilisation of system resources and people is well below maximum, as a rough rule of thumb often about 80%. Get the load off. Make time for – reflection – learning – improvement – absorbing variation in flow – emergencies – rest and fun.
(See the positive feedback loop: improvement work further increases capacity to get work done, further increasing headroom).
So they need headroom to make improvements, which means reducing their utilisation well below 100%. And keeping it there. Because every body of knowledge ever tells you that improvement is foundational and continual.
So dont let it fill up again. The only way to do that is to prioritise improving how we work over doing work. Crises and emergencies are always with us. They don’t get to trump improvement.
We also need to say no. Demand management is essential. Prevent overburden. “It doesn’t matter how important it is, we’re full. What shall we drop?”
If you have no appetite for these things, don’t expect anything to get better. It’s simple logic.
It takes a long time for most people to believe that this INCREASES productivity (and reduces risk).
Daniel Prager