The Service Operations Analyzer

Analyse and improve this service operation (where the "product" is a
service delivered to people).

The service: [DESCRIBE]
The problem: [WAIT TIMES / INCONSISTENCY / COST / CAPACITY]
Demand pattern: [DESCRIBE PEAKS AND VARIABILITY]

Provide:
1. Where variability and waiting build up (queue logic in plain terms)
2. How demand variability and service-time variability combine to create
   delays
3. Options to smooth demand, add flexible capacity, or manage the wait
4. The service-level vs cost trade-off and where to set it
5. The changes that would most improve the customer experience

Explain why a service running near full capacity develops long waits, and
what utilisation target avoids that.