solution

A client ordered 1,000 2D medical device bags from PlastiPharm. Unfortunately, delivery was delayed by two days, and the client was not pleased. A bottleneck analysis was conducted to determine where the problems were in the process. Target times in all steps of the process were compared to actual times. Interestingly, the analysis showed that the client did not respond to questions for two days (someone was out sick, and no one covered for them). While the two-day delay was explained, PlastiPharm determined that improvements could be made to avoid such a delay in the future and took steps to ensure there would be multiple people in the client organization with whom they could ask questions. The client was satisfied with the analysis results and appreciated the effort. Why was it important for the company to perform a bottleneck analysis and then take action?

• The bottleneck analysis allowed the company to identify the problem, determine a solution so it would not happen in the future, and maintain client satisfaction.
• Keeping a client happy is always of highest priority, and the bottleneck analysis helped the company to do that.
• The bottleneck analysis allowed for the collection of relevant qualitative data that they could show the client and explain the delay.
• Analyzing where the problem occurred made it possible for the company to demonstrate that it was not to blame.