Q8

1. Describe a place in your focal organization's service process where if capacity and demand were better matched, the service could operate with minimal waiting.

Salesforce.com services have as input the customer data fed by the sales representatives. Here the output is a series of reports for the salespeople and their manager for controlling pending leads, types of sales, media and advertising, etc. Depending on the complexity of the report, it could take anything between seconds to hours to get one. If the demand of this reports can be better matched with the capacity of their servers, this outputs would become almost realtime and the server time/capacity could be optimized for everyone.

2. Are there ways that demand and capacity could be kept more "in line" with one another?

Yes, one way is to define the frequency of standard reports, thus the system can use a automatic query for processing them so that the server time is used properly and the customer receives the reports. On the other hand, Salesforce can try (they do not do so)price discrimination or bidding for their services. i.e. If you require a huge report inmediately and you have a premium membership, there is no waiting - if you have a basic one you will have to wait longer. Another option is if you need to use additional server time you can bid on a price based on the system demand to get your reports.