Failure Demand

There are 2 types of customer demand in a transactional service system.

Value Demand:

Demand we want. Why we are here from the customer’s point of view

Failure Demand:

A failure to do something or do something right for the customer

If we can switch off failure demand, we can increase the capacity of the system. To do that, we need to learn how to design our services to meet our customers value demands.

Learn more about Failure Demand


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