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.

John Seddon - Freedom from Command and Control: Rethinking Management for Lean Service 

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