Bottleneck analysis in multi-stage service delivery using the theory of constraints

Purpose This paper aims to analyze bottlenecks in multi-stage service delivery using the theory of constraints (TOC) and explores delays in the service delivery process from an integrated marketing and in-store logistics perspective. Design/methodology/approach This paper integrates the theory of constraints (TOC) and queuing theory to analyze bottlenecks in a service setting. We apply TOC as a conceptual framework and queuing models as analytical tools to characterize bottlenecks and time buffers in multi-stage in-store delivery service. A case study in the fast food industry illustrates how TOC can be combined with queuing models to manage bottlenecks. Findings The paper provides a service TOC paradigm with structured guidelines for analyzing bottlenecks, providing a more in-depth understanding of bottlenecks in service delivery. The findings indicate that TOC and queuing theory can be effectively combined to analyze bottlenecks within in-store service delivery. Research limitations/implications This paper presents analytical research into service delivery and fills the gap in bottleneck analysis in multi-stage service delivery. The research addresses the characteristics of bottlenecks in the service industries from an integrated marketing-operations perspective. The TOC and bottleneck metrics are restricted in time dimension. Practical implications The paper presents practical, science-based guidelines for implementing a TOC strategy for bottleneck management in multi-stage service delivery, providing a reliable roadmap for service industry professionals. Originality/value This paper integrates TOC and queuing theory to analyze service delivery bottlenecks. The research suggests that given modifications to the TOC in the service context, TOC with the queuing models can serve as a practical methodology for managing bottlenecks in service delivery.