I've never understood this point of view. I wonder if these same managers drive down the highway with their gas pedal pushed all the way to the floor in an atte

I've never understood this point of view. I wonder if these same managers drive down the highway with their gas pedal pushed all the way to the floor in an attempt to get 100% utilization out of their car purchase. Silly. It feels so natural to want to keep some headroom in the "system" so that your team can respond to unanticipated events. The recent Godaddy/SOPA thing was a great example of this for us. In September we completed a customer service efficiency analysis and confirmed that we could deal with 20% more customer service inquiries without hiring any additional people. Instead of relying on this 20% to cover future growth, we made arrangements to increase the workforce by an additional 14% which increases our capacity to handle customer questions by an additional 30%. While the influx of new customers over such a short period of time (2 months of customers in less than 7 days) pushed us to our upper-limits, we never entered the red zone and coming into January, I know that we're right on track with our ability to continue to provide great customer service and aren't scrambling to hire, etc.