“…Our models provide a new simple framework that helps in assessing the effects on pooling of utilization, variability, and service design. While this is not aimed as a review paper, our framework also relates, as it happens, rather disparate concepts and results, for example (Bramson 1994, Jackson 1957, Klimov 1974, Neuts 1981, Smith and Whitt 1981, and Tcha and Pliska 1977. We believe that the usefulness of the framework goes beyond the original motivating applications, pertaining to the design of telephone call centers (Brigandi et al 1994 (Burbidge 1991), team-based product development (Adler 1995), business reengineering (Buzacott 1996, Hammer 1990, Hammer and Champy 1993, and Loch 1998) (elaborated on below), and more.…”