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Capacity Utilisation - When Operating at Full Capacity is Bad News for Customers

Jim Riley

2nd January 2010

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Sometimes a business needs to operate at slightly less than full capacity in order for customers to truly enjoy the experience of the service or product they have bought. Here is a video which helps make that point…

The crowded wave pool featured in the first video below is located in Tokyo Summerland. During the summer, it can get really hard to actually find some water inside the pool! A great illustration of 100% (+++) capacity utilisation:

Compare and contrast the effect on customer satisfaction of a similar wave pool - this time at Blizzard Beach in Disneyland Florida:

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Jim Riley

Jim co-founded tutor2u alongside his twin brother Geoff! Jim is a well-known Business writer and presenter as well as being one of the UK's leading educational technology entrepreneurs.

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