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Have You Ever? Series: Capacity & Utilisation Challenges

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Who’s doing what? How much time are they using? How much more/less time do they need? Do they all say they’re busy? Are they? Are you?

Navigating the bustling corridors of the business world, this whirlwind of questions whirls around the concept of capacity management. It’s the art of ensuring you’re not spreading your resources too thin while still hitting those deadlines and keeping quality at its peak. Think of it as the ultimate balancing act, where on one side you’ve got your team’s capacity, and on the other, an ever-expanding list of demands. Striking this balance is what transforms a business from merely surviving to truly thriving. In this discussion, we’ll tackle the common hurdles that make capacity management a tightrope walk and offer tailored strategies to smooth out those bumps in the road for businesses far and wide.

Imagine for a moment

Picture yourself sitting in an all-hands meeting in your business, internally grappling with the questions in my intro. You have a nagging feeling that something’s off – the numbers don’t quite add up, and the puzzle pieces of productivity and time management just aren’t fitting together.

Despite everyone claiming their schedules are packed, you can’t shake the suspicion that the capacity and utilisation of your team aren’t as optimised as they could be. It’s not about doubting your team’s dedication or efforts; it’s about sensing a disconnect between how busy everyone feels and what’s actually getting done.

This is a common scenario for many business owners, where the gut feeling that “something isn’t right” lingers, pointing towards a potential misalignment in managing the business’s capacity effectively.

Have you ever…

?- …been told by members of your team that they have too much work to do, but when you talk about their workload, quickly realise thats not the case?

?- …been caught off-guard by a missed deadline, despite assurances from your team that everything was on track?

?- …questioned whether the long hours your team is putting in are translating into actual progress and results?

?- …experienced a sense of frustration when planning resources, sensing that there must be a better way to allocate time and tasks effectively?


?- …there ever been a moment when you suspected that your team’s reported busyness didn’t quite align with the actual work being completed?

?- …the thought crossed your mind that perhaps your team could achieve more with less if only the workload was distributed more efficiently?

?- …the challenge of balancing client demands with your team’s capacity ever made you wonder if there’s a more strategic way to approach project management?

?- …the uncertainty of future workloads ever led you to question whether your current resource allocation strategy is flexible enough to handle sudden changes?

If any of this resonates, maybe the below might be helpful…

In the below section, I’ll try to offer some ideas, areas to look into, and tools that might help you out.

The Curious Case of Parkinson’s Law

Ever stumbled upon the old adage, “Work expands so as to fill the time available for its completion”?

This is Parkinson’s Law in a nutshell, and it’s a curious phenomenon that might just shine a light on some of the quirks of team productivity you’ve been wrestling with. It’s like when you give yourself a whole day to clear out the garage, and mysteriously, it takes… well, the entire day. But when you’ve only got a spare hour before guests arrive, somehow, you turn into a decluttering whirlwind and get it done.

Understanding Parkinson’s Law can be a real eye-opener as a business leader. It suggests that, perhaps, the reason tasks seem to inflate and fill up the space we allot to them is not because they necessarily need that much time, but because the flexibility of the deadline allows for it. It’s a bit like water taking the shape of its container – work stretches to fit the time we give it.

So, what if we got a bit crafty with how we allocate time to tasks? Imagine setting slightly tighter deadlines (within reason, of course – we’re not in the business of burning out our brilliant teams). The goal here isn’t to pressurise but to encourage focus and efficiency, trimming the fat from our days and leaving room for creativity, innovation, and maybe even a well-deserved break.

Parkinson’s Law isn’t about cracking the whip; it’s about understanding human nature and using it to our advantage. By fostering a culture where time is respected as the precious resource it is, we can help our teams achieve more, feel less stressed, and maybe even knock off early on a Friday. Now, wouldn’t that be something?

The Elephant of the See Saw – Workload Imbalances

Let’s talk about the big smelly elephant in the room: imbalanced workloads.

Picture this – in the bustling ecosystem of your business, some team members are drowning under a tsunami of tasks while others are paddling in the shallow end, looking for more to do. This imbalance isn’t just about who’s busy and who’s not; it’s a symptom of deeper issues that can sap the energy from your team and dim the brilliance of your outputs. It’s about finding that sweet spot where everyone’s talents are used just right – not too much, not too little.

The root causes of this muddle can range from unclear role definitions, a lack of visibility into everyone’s workload, to even the best intentions gone awry (think: “Oh, Alex can handle this, they’re always so quick!”). This well-meaning but misguided distribution of tasks can lead to stress, burnout, and a noticeable dip in the quality of work your team is so capable of producing.


When workloads are imbalanced, the ripple effects can throw a spanner in the works of your project timelines and the sparkling quality you’re known for. It’s like trying to run a relay race with uneven baton passes – it just doesn’t flow as smoothly as it should. Team morale can take a hit, too, as overburdened team members may feel overwhelmed and underappreciated, while others feel underutilized and undervalued. This imbalance can lead to a toxic cocktail of stress, reduced productivity, and, ultimately, a revolving door of talent that could have been retained.


Fear not, though, for this is a ship that can be steered back on course with a bit of savvy management and strategic foresight. Here’s how:

✅ – Effective Workload Forecasting: Get out your crystal ball (or, more realistically, your project management tools) and start predicting the ebb and flow of workloads. Understanding the peaks and troughs of client demands can help you better prepare and distribute tasks in a way that’s both fair and efficient.

✅ – Task Prioritisation: Not all tasks are created equal, and recognising which ones are mission-critical versus nice-to-have can make a world of difference. By prioritising tasks based on urgency and importance, you can ensure that essential projects get the attention they deserve without overwhelming your team.

✅ – Implementing Project Management Methodologies: Whether it’s Agile, Scrum, or Kanban, adopting a project management methodology can help bring order to the chaos. These frameworks provide structure and transparency, enabling everyone to see who’s working on what and how tasks are progressing. It’s about making the workload visible and manageable, ensuring that everyone’s pulling together in the same direction.

By tackling imbalanced workloads head-on, you can smooth out the bumps in the road, ensuring that your team is not just functioning, but thriving. With a more equitable distribution of tasks, you can foster a culture of motivation and productivity, where everyone feels valued and part of the collective success. Remember, a balanced team is a happy team – and happy teams do great work.

It means more balance, fewer elephants.

Got a Crystal Ball? Planning Amidst Future Uncertainties

Ah, the business owners world, where the only constant is change itself. I think Donald Rumsfeld was talking about capacity planning when he said:

“because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns—the ones we don’t know we don’t know.”

Planning requires a bit of a daredevil spirit, especially when it comes to capacity planning. After all, how do you prepare for a future that’s as unpredictable as British weather? The trick lies not in predicting the future with pinpoint accuracy (we’ll leave that to the fortune tellers and my mum who apparently knows something would happen, but tells me after the fact…) but in crafting a plan flexible enough to adapt to whatever the winds of change blow your way.

Companies are all too familiar with the seismic shifts in client demands and market conditions that can happen in the blink of an eye. One minute you’re cruising along, and the next, you’re facing a sharp turn that requires all hands on deck. It’s thrilling, but without the right approach to capacity planning, it’s also a recipe for missed opportunities and scrambled resources.


The stakes are high in this ever-changing game. Get caught unprepared, and you risk falling short of client expectations or misallocating your precious resources. These aren’t just minor bumps in the road; they’re potential roadblocks that can hinder your business’s ability to adapt, innovate, and grow. In the worst-case scenario, you’re not just treading water; you’re sinking under the weight of missed deadlines, unhappy clients, and a demoralised team.

But fear not! The future might be uncertain, but your business’s response to it doesn’t have to be.


So, how do you build a ship that not only weathers the storm but sails ahead full steam? Here are a few strategies to fortify your business against the unknown:

✅ – Flexible Planning Techniques: Enter the realm of scenario planning, where “what ifs” are not just welcomed; they’re essential. By considering various future scenarios, including best-case, worst-case, and everything in between, you can develop a range of responses that keep you one step ahead. It’s about having a game plan for multiple outcomes, so you’re never caught off guard.

✅ – Maintaining a Strategic Reserve of Resources: Think of this as your business’s emergency fund—a buffer of resources that can be tapped into when unexpected demands arise. Whether it’s a sudden client project or a shift in market trends, having a reserve of talent (be it freelancers, part-timers, or a flexible workforce) means you can scale up or down with agility.

✅ – Embracing Agile Methodologies: Borrowing a page from the software development playbook, adopting agile practices can significantly enhance your business’s adaptability. Agile methodologies prioritise flexibility, rapid response to change, and continuous improvement. By breaking projects into smaller, manageable chunks and fostering a culture of collaboration and feedback, your company can pivot quickly and efficiently, no matter what surprises come your way.

In a world where tomorrow’s challenges are today’s unknowns, preparing for uncertainty is not just wise; it’s essential. By implementing flexible planning techniques, maintaining a strategic reserve of resources, and embracing agility, your company can navigate the unpredictable tides of the business landscape. This way, you’re not just surviving; you’re thriving, with the resilience and adaptability to face whatever the future holds with confidence.

Get You Elbows Out! Tackling Technical and Organisational Barriers

Look into any bustling business, yours and other people’s, and you’ll likely find a maze of technical and organisational hurdles that could rival an obstacle course. From outdated systems that move at the speed of a sloth to siloed departments guarding their knowledge like treasure, these barriers are the arch-nemeses of effective capacity management. It’s like trying to run a race with your shoelaces tied together – not exactly the formula for a smooth operation.

Below: An actual scene from a company we worked with.

This was ONE MONTH of “paperwork”. 12x that and somehow have the time to plan your team properly…

But here’s the thing: identifying and bulldozing through these barriers isn’t just about making life easier (though, let’s be honest, that’s a pretty nice perk). It’s about unlocking your business’s full potential, enabling you to glide through projects with the grace of a swan and respond to the market’s twists and turns with the agility of a cat.


Let’s not sugarcoat it – these technical and organisational barriers are more than just minor annoyances. They’re the culprits behind those hair-pulling moments of inefficiency that can stifle your business’s growth. Picture this: your team is ready to tackle the next big project, but they’re hamstrung by a clunky, outdated system that takes eons to perform the simplest tasks. Or perhaps they’re operating in silos, with each department hoarding its knowledge and expertise, making collaboration as difficult as a game of telephone.

These barriers can significantly dampen your business’s ability to nimble and adapt to changing demands. In the fast-evolving business landscape, being stuck in the mud isn’t just inconvenient; it’s a threat to your competitive edge.


Fear not, for these formidable foes are not invincible. With the right strategies, you can turn the tide and transform your business into a well-oiled machine. Here’s how:

✅ – Invest in Technology: It’s time to give your tech stack a glow-up. Investing in the latest tools and platforms can streamline your operations, automate mundane tasks, and free up your team to focus on what they do best – being creative geniuses. Whether it’s project management software that keeps everyone on the same page or AI-driven tools that offer insights at lightning speed, the right technology can be a game-changer.

✅ – Foster a Culture of Flexibility and Continuous Improvement: Cultivating an environment where change is embraced rather than feared can propel your business forward. Encourage a mindset of continuous improvement, where feedback is welcomed, and every challenge is seen as an opportunity to learn and grow. This approach not only breaks down organisational silos but also fosters a sense of unity and purpose.

✅ – Emphasise Knowledge Sharing and Process Optimisation: Knowledge is power, but only if it’s shared. By promoting open communication and collaboration across departments, you can unlock the full potential of your team’s collective expertise. Combine this with a keen focus on process optimisation, continually refining and streamlining your workflows, and you’ll not only enhance operational efficiency but also boost morale and innovation.

By tackling technical and organisational barriers head-on, you’re not just clearing the path for smoother operations; you’re setting the stage for your business to thrive. With the right technology, a culture that champions flexibility and improvement, and a commitment to breaking down silos, your business can rise above these challenges and emerge stronger, more agile, and ready to take on the world.

Measuring and Analyzing Performance: The Secret Sauce to Smashing Capacity Management

The Lowdown

Alright, let’s talk turkey. You’ve got your team buzzing along, you’re tackling the jigsaw puzzle of capacity management, and you’re pretty chuffed with how things are ticking. But how do you really know if you’re knocking it out of the park or just swinging and missing? The answer, dear reader, is in the magic of measuring and analyzing performance.

Metrics and KPIs (that’s Key Performance Indicators, for those who’ve been napping at the back) are your best mates in the quest for capacity management nirvana. They’re like the breadcrumbs Hansel and Gretel dropped in the woods, leading you to the gingerbread house of success. Except, in this case, the gingerbread house is optimal efficiency and productivity, and hopefully, there’s no wicked witch inside.

Choosing Your Weapons: Metrics and KPIs

First off, you can’t manage what you don’t measure. So, let’s pick our weapons wisely. Here are a few golden nuggets you should be tracking:

✅ – Utilisation Rate: This is the bread and butter of capacity management. It tells you how much of your team’s time is being spent on billable work versus sitting around twiddling their thumbs. Aim for a utilisation rate that keeps the team busy and billable, but not burnt out. I know what you’re asking..”What’s the ideal Utilisation Rate?”… well, read below this section!

✅ – Project Profit Margin: Keep a keen eye on this to ensure that not only are you busy, but you’re also profitable. It’s the difference between being a busy fool and a savvy business mogul.

✅ – Client Satisfaction Scores: At the end of the day, if your clients are happy, you’re doing something right. Use feedback tools and surveys to get a pulse on client happiness. It’s like a love meter for your business.

✅ – Employee Satisfaction and Turnover Rates: Your team’s happiness is a direct reflection of your capacity management strategies. High turnover might suggest you’re overworking them, while high satisfaction scores could mean you’ve hit the sweet spot. Get an employee NPS on the go.

Setting Benchmarks: Your North Star

Now, don’t go setting benchmarks based on a whim or what your competitor is doing. Your benchmarks should be as unique as your business. Look at your historical data, industry standards, and your strategic goals to set benchmarks that are ambitious yet achievable. It’s like aiming for the moon – even if you miss, you’ll land among the stars.

Tracking Progress: Keeping Your Eye on the Prize

With your KPIs and benchmarks in hand, it’s time to track your progress. Use project management tools, dashboards, and regular reviews to keep tabs on how you’re doing. It’s not about obsessing over every little number but spotting trends, understanding shifts, and making informed decisions to steer your ship in the right direction.

Using Data to Make Informed Decisions

Finally, let the data guide you. It’s your compass in the often murky waters of capacity management. If you see your utilisation rates dipping, maybe it’s time to drum up new business or reconsider your resource allocation. If employee satisfaction is on the decline, consider ways to redistribute workloads or introduce new perks.

In essence, measuring and analysing performance in capacity management is not just about numbers and charts; it’s about using insights to create a happier, more efficient, and more profitable business. So, embrace your inner data nerd, set your benchmarks, track your progress, and let the good times roll. Remember, in the world of capacity management, knowledge isn’t just power; it’s profit.

Utilisation Rate Benchmarking FTW

Ah, the elusive golden number: a decent benchmark utilisation rate. Imagine this – you’re aiming to hit that sweet spot where your team is productive, but not on the brink of mutiny from overwork. It’s a bit like trying to brew the perfect cup of coffee – too weak, and it’s undrinkable; too strong, and you’re bouncing off the walls.

So, what’s the magic number? Generally speaking, a utilisation rate of 70-80% is considered pretty smashing. Why not 100%, you ask? Well, because life, dear reader. Life happens. People aren’t robots; they get sick, they daydream, they take coffee breaks longer than the queue at the new artisan café down the road.

Let’s break it down:

🕒 – 70-80% of the time, your team is firing on all cylinders, delivering top-notch work to your clients. They’re in the zone, creating, strategising, and executing like the pros they are.

🕒 – The remaining 20-30%? That’s for the human stuff. The sniffles, the midday slump, the “just five more minutes” on their coffee break, and yes, even a bit of procrastination. It’s also the buffer for brainstorming, professional development, and those lightbulb moments that happen away from the desk.

This approach recognises that while productivity is key, so is wellbeing, creativity, and the odd wander down the path of procrastination (all within reason, of course). It acknowledges that for your team to thrive and for creativity to flourish, there needs to be space. Space to breathe, to think, to innovate, and yes, to enjoy that cuppa.

So, aim for that 70-80% utilisation rate, but remember, it’s a guide, not gospel. The right rate for your team might vary slightly based on the unique dynamics of your business. The goal is to keep your team engaged and productive without tipping into burnout territory. And always, always leave room for coffee – it’s the fuel that keeps the creative fires burning, after all.

Employee Well-being and Capacity Management: A Match Made in Business Heaven

The Heart of the Matter

Picture this: your team, not just as cogs in the business machine, but as the very lifeblood of your business.

Their well-being? That’s the oil that keeps the engine running smoothly. And here’s where it gets interesting – effective capacity management isn’t just about hitting targets and crunching numbers; it’s intrinsically linked to the well-being of your team. It’s like finding that perfect balance on a see-saw – a bit tricky, but oh-so-satisfying when you get it right.

The Impact of Sustainable Workloads

Let’s talk sustainable workloads. Not the “sustainable” that’s become a buzzword, but truly manageable workloads that don’t lead your team to burnout city. When workloads are balanced just right, your team can give their best without sacrificing their sanity. It’s about making sure everyone leaves the office with enough energy to enjoy life outside of it – because let’s face it, there’s more to life than work, even if you love what you do.

Sustainable workloads lead to improved productivity and morale. It’s like the difference between sprinting and running a marathon; you need to pace yourself to make it to the finish line without collapsing. When your team knows they can handle their workload, they’re more focused, creative, and, importantly, happier. Happy teams are productive teams. Simple.

Strategies for Promoting Work-Life Balance

Now, promoting work-life balance might sound like a tall order, but it’s all about the little things. Here are a few strategies to weave into the fabric of your capacity management:

✅ –Flexible Working Arrangements: Allow your team the flexibility to work in a way that suits their life. Whether it’s flexi-time, remote work options, or four-day workweeks, find what fits your team best. It shows trust and respect for their time and commitments outside work, and trust me, they’ll repay it in spades.

✅ –Regular Check-ins: Keep the lines of communication open. Regular one-on-ones let you gauge how your team is handling their workload and nip any issues in the bud before they bloom into full-blown stress fests.

✅ –Encourage Breaks and Downtime: Champion the cause of taking breaks. Encourage your team to step away from their desks, take lunch breaks, and use their holiday time. It’s about recharging the batteries so they can come back stronger.

✅ –Provide Resources for Mental Health and Well-being: Offer access to mental health resources, be it counselling services, well-being workshops, or stress management courses. Making mental health a priority demonstrates that you value your team as people, not just as employees.

The Bottom Line

Linking employee well-being with capacity management is a no-brainer. It’s about creating an environment where your team can thrive, not just survive. When workloads are sustainable, and work-life balance is more than just lip service, you’ll see the difference – in productivity, in morale, and in the overall vibe of your business. So, make well-being a cornerstone of your capacity management strategy, and watch as your team – and your business – flourishes. After all, a happy team is the secret ingredient in the recipe for success.

Now what?

And there we have it, folks – a whirlwind tour through the dynamic and ever-so-crucial world of capacity management. From the moment we posed those opening head-scratchers about who’s doing what, to this very moment, we’ve journeyed together through the twists and turns of ensuring our teams are humming along at just the right pace. Not too fast, not too slow, but just right – the Goldilocks zone of business productivity.

We’ve uncovered the curious case of Parkinson’s Law, wrestled with the smelly elephant of workload imbalances, gazed into our crystal balls to plan amidst future uncertainties, and elbowed our way through technical and organisational barriers. We’ve dived into the nitty-gritty of measuring and analysing performance, and we’ve championed the cause of employee well-being as the cornerstone of effective capacity management.

What’s the big takeaway? That capacity management is less about spreadsheets and numbers and more about people. It’s about understanding that at the heart of every thriving business is a team of happy, healthy, and motivated individuals. It’s about recognising that the right blend of challenge and support, flexibility and structure, can turn the potential for stress and burnout into opportunities for growth, innovation, and job satisfaction.

As we draw the curtains on this exploration, remember: the quest for perfect capacity management is ongoing. It evolves as your team evolves, as your business grows, and as the market shifts. But armed with the insights we’ve shared, you’re better equipped to navigate this journey. Keep your eyes open, stay flexible, and always, always keep the well-being of your team at the forefront of your mind.

So, as you step back into the bustling corridors of your business, armed with new strategies and a fresh perspective, remember that the goal isn’t just to manage capacity but to empower your team. To create a work environment where everyone can say, with confidence, “We’ve got this.” Because when your team is thriving, there’s no limit to what you can achieve together.

Cheers to mastering the art of capacity management, to fostering a workplace that buzzes with energy and creativity, and to the many successes that lie ahead. Onwards and upwards, dear reader. The future is bright, and it’s ours for the taking.

  • 🔄 Understanding Parkinson’s Law to improve time management and efficiency by setting tighter deadlines to encourage focus and reduce procrastination.
  • ⚖️ Addressing workload imbalances by defining clear roles, enhancing visibility into tasks, and distributing work more evenly to prevent burnout and improve productivity.
  • 🔮 Implementing flexible planning techniques and maintaining a strategic reserve of resources to navigate future uncertainties and adapt to changing demands.
  • 🚧 Tackling technical and organisational barriers by investing in technology and fostering a culture of flexibility to streamline operations and enhance collaboration.
  • 📊 Utilising metrics and KPIs like utilisation rate and project profit margins to measure and analyse performance, ensuring optimal efficiency and productivity.
  • 💡 Promoting employee well-being through sustainable workloads, flexible arrangements, and mental health resources to create a balanced and thriving work environment.