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Breaking the trade-off between efficiency and service Variability that is caused by the customers is a biggest threat to the service organizations as they lead to dissatisfaction among the customers and reduced profits eventually. In order to combat this, the author has come up with two ways of overcoming this which includes either accommodating the customer variability or reducing variability.

Before deciding on which approach to go for the most important thing is to identify which type of variability has been occurred. Customers give rise to five forms of variability in the service.

The first step in overcoming the variability id to identify out of these five which form of variability is it. The first form is called the arrival variability which discusses the inconsistency that takes place due to the arrival of the customers at different times.

Usually customers are not looking for the service exactly at the same time therefore the best practice in such case is to go for prior appointments and reservations. Although at various times when this is not possible as the customers cannot delay their needs like in “Match Supply and Demand in Service Industries,” by W. Earl. Request variability refers to the differences in the requirement of the customers. Every customer that requires at a certain place has different requirement of the service that he is looking for.

Whatever service firm it might be every customer is different that requests a different thing which may cause inconsistency in the service.

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