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This case is about the management and analysis of a service capacity system in a call centre at a healthcare facility. The key challenge facing the centre is to match supply and demand in an environment where: (1) quality of service (service delays in this case) is important; (2) variability in arrivals and service times is substantial; and (3) variability is also introduced by the agents. We are asked to calculate the cost of waiting time, to improve the system and to understand the impact of automation on demand patterns.