Abstract
In many service systems with multiple types of customers, providing server flexibility, e.g., by cross-training servers, is very expensive. On the other hand, there is often inherent flexibility in some of the customers that is not used by the system. I argue that taking advantage of such flexibility can create a win-win-win situation, in which overall performance can be greatly improved, and in which both flexible and non-flexible customers benefit. Moreover, only a small subset of customers needs to be flexible to obtain nearly the benefit of full flexibility.
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