Two types of demand: Value Demand and Failure Demand
There are two broad types of demand on any service centre - value demand, the calls we want and failure demand, that calls we don't want. Value demand is what the xervice center exists to serve; it represents the demands customers made for things they want, things that are of value to them. Failure demand is created by the organisation not working properly. I define it as follows:
Failure demand is demand caused by a failure to do something or do something right for the customer.