Concept dictionary
Bottleneck
A bottleneck is a point in a process where work slows down because capacity, authority, information, or availability is limited.
- Review state
- Reviewed in POC
- Freshness
- Current
- Version
- 3
Also called
- bottleneck
Remember it this wayWhere work waits, look for what limits the flow.
In plain language
A bottleneck is the place where work piles up because that step cannot keep pace with the work arriving there.
Why it matters
Bottlenecks can create delays, queues, customer frustration, rushed downstream work, and hidden workarounds.
They are useful to map because they show where the process depends on a scarce resource or decision point.
Example
All service requests require owner approval before scheduling, but the owner only reviews requests at the end of the day. The current system sends the owner one email per request throughout the day requiring the owner to hunt for the requests that need approval. Sometimes the owner misses one or two.
Common misconception
The slowest-looking step is not always the bottleneck. A bottleneck is the constraint that limits the flow of the larger process, and it can move when the process changes.
Related terms
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