Preface -- Introduction -- Fluctuations in demand threaten profitability -- Defining productive service capacity -- Understand patterns of demand -- Inventory demand through waiting lines and queuing systems -- Customer perceptions of waiting time -- Inventory demand through reservation systems...

Expand capacity -- People with a purpose -- Drinking out of a firehose wastes a lot of water -- Human capital is the future! -- Laser focus directs performance -- Boundless energy fuels performance -- Unstoppable drive propels performance -- Rest -- Eat -- Move -- You have the power