This document discusses strategies for managing fluctuating demand in service organizations. It explains that services face unpredictable random fluctuations as well as predictable patterns in demand. To balance capacity and demand, organizations can adjust capacity by stretching existing resources or aligning with predictable cycles. They can also smooth demand by increasing it during underutilized times or reducing it during peaks. Specific tactics include flexible staffing, pricing changes, promotions, reservations, differentiated waiting experiences, and making waits more tolerable. The goal is to match capacity with demand as closely as possible to optimize operations and customer satisfaction.