The document discusses managing demand and capacity for services. It covers understanding capacity constraints from limitations of time, labor, equipment and facilities. It also addresses understanding demand patterns, which can vary predictably or randomly. Strategies presented include shifting demand to match capacity through incentives and pricing, and flexing capacity to meet demand by stretching resources, hiring additional staff or outsourcing tasks. The document also discusses yield management and strategies for managing waiting lines, such as using reservations and making waits more tolerable.