If your goal is long wait times and frustrated customers, design your system for 100% utilization. Whether it’s airlines, call centers, or healthcare, the same predictable pattern emerges: full capacity destroys flow. Drawing on queuing theory, Factory Physics, and Lean thinking, this post shows why managing to “keep everyone busy” is one of the most expensive mistakes leaders continue to make. Let’s say you HATE your customers. It sounds unimaginable, but I’ve long suspected this … Continue reading The Hidden Cost of 100% Utilization: Bad Service and Long Waits