What types of services are provided to customers? (warranty, repair, rewards, etc.) Describe the flow of customer interactions through the service processes. What is the nature of service-responsiveness at the establishment? Where does waiting occur in its service processes? Characterize their queuing systems. Use examples and data if possible. What does the organization do to manage wait times? What is the organization's service capacity? Quantify it. What does the organization do to manage service capacity? Manage demand