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
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
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