Chapter 3

Do peaks need more staff, or spread-out demand?

Giờ cao điểm cần thêm người, hay cần dàn khách ra?

The chapter's question

How much demand can I shift out of peak hours?

Big idea

Far cheaper than adding capacity for a peak that appears only a few hours each week.

In this chapter

  1. Part 3.1

    Appointments and Booking

    Would letting customers choose a slot flatten it?

  2. Part 3.2

    Pricing by Time

    Does time-based pricing suit my industry?

  3. Part 3.3

    Doing Work in Advance

    Which part of the work can be done before the peak?

  4. Part 3.4

    Deferring What Can Wait

    Which work can be pushed into the quiet hours?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Capacity and Demand is free to read right here.

Read in Conan School

Chapters of Capacity and Demand

  1. 1.The average looks fine, so why do peaks break us?
  2. 2.Does eight hours of capacity mean eight hours of output?
  3. 3.Do peaks need more staff, or spread-out demand?
  4. 4.Is staffing for the whole day the same as enough?
  5. 5.We're full. What's the harm in one more order?