Learn how to categorise demand Identify what matters to customers Learn to distinguish between bad and good demand Understand how to make improvements based on demand Be able to replicate this exercise with your own team

1. UNDERSTANDING
DEMAND
Claire King
Michael Broderick

2. Session Aims
 Learn how to categorise demand
 Identify what matters to customers
 Learn to distinguish between bad and good demand
 Understand how to make improvements based on demand
 Be able to replicate this exercise with your own team

3. What is demand?
 Demand is any type of request you receive from a
customer who uses your service
 The 3 main types are phone, email and face to face
demand
 But it can include any method a customer chooses to
contact you
 Key characteristics of demand; frequency, impact, type

4. Types of demand
Good Demand
 What we want
 It meets our purpose
 The customer wants to
contact us regarding it
 If we received nothing but
these queries we would
be happy
Bad Demand
 We don’t want these queries
 It does not meet our purpose
 The customer does not want to
spend time on it
 If we received nothing but
these queries we would not be
happy
 Includes good demand done
wrong, late or poorly

5. Why is demand important?
 Every time your customer makes a request they are
telling you something about your system
 Every piece of bad demand you receive is a customer
telling you where the problems are
 By understanding what your biggest causes of bad
demand are you can improve the things that matter most
to customers

6. Important points
 We are not suggesting that we ignore or do not deal with
bad demand
 This is not a reflection on the people doing the work
 The key is to free up more time to spend on value
activities

7. Your Task
 You have been asked by your head of department to
review your institution's car park facilities
 You have been given a selection of demand received by
the car park team
 Your job is to review this information, decide on a set of
changes and to feedback to the heads of departments
(that’s us!)

8. Part 1 – Categorisation (20 Mins)
 Each table will receive a pile of identical demand that has
been received by the car park team. These are demands
that have come direct from car park users
 Working as a group your first task is to categorise the
demand using the sheet provided
 Complete each column of the sheet; what the query
relates to, volume received, whether we want it and the
motivation behind the query (is the demand a symptom of
another issue?)

9. Part 2 – Understanding Causes (30 Mins)
 You have now been provided with sheet two and a layout
of the carpark. Complete sheet two using the information
you have
 Using the carpark and your demand, identify the changes
you would like to make. You are free to make any
changes to anything not shut down
 Output – On the flipchart provided capture the top 3
changes you would make to the carpark. All of your
choices must be based on what you have learned from
the demand

10. Feedback!

11. Things to consider
 Don’t jump to solutions without having reviewed the
demand
 There will be some things that are out of your control
 There will be even more things within your control
 Changing the characteristics of your demand is a very
powerful thing
 Don’t push the burden back to the customer

12. Finally
Information pack
Any further questions
Thank you!