People working in an office People working in an office

Blog | Consulting

UNDERSTANDING FAILURE DEMAND

Dec 1, 2018 | 2 min read

Everything we do at work is a demand. Otherwise, why do it? Everything you do is usually for someone and produces outcome. If you work in a complaints team, then a complaint is the ‘demand’, and your response is the outcome. So, when was the last time you stopped and thought about the work (or demand) that you are completing?

One of the things we do at Roboyo is get your business thinking differently about the work it completes. Is it Value Demand (the kind we want) or Failure Demand (the kind we don’t want)? It’s not always cut and dried about what is Value Demand and what is Failure Demand. What about the customer who calls you because they want to buy a new product? That’s Value Demand, right…?

Of course – we want people to call and buy products or services. But what if that person spent 30 minutes on your website trying to buy the product before calling you because it was just too hard to navigate your site? Still Value Demand?

Sometimes, the process sounds sensible enough, but when you stop and think about whether it’s Value or Failure Demand it can change your whole perception.
Take this example for instance…

A Wine Club sends out letters to customers when they try to take regular payment for a shipment of wine, but the payment fails. The company thinks it is Value Demand because the upshot of that letter is that they collect payment – something which is obviously of value to them.

But Why did the payment fail in the first place? If it’s an expired card, the company could send an automated communication advising that the stored card details are about to expire – and potentially even put the account on hold until updated payment details are received.

In this case, isn’t the letter to the customer a result of a failure that could have been avoided?

We can help you uncover the Failure Demand that’s potentially going unnoticed in your organization. Critically, we can help you understand why the failure exists and design a solution that improves the process – always keeping the customer at the heart of everything we do.

APPLY THESE INSIGHTS

At Roboyo we use a combination of proven business and consulting methodology and hyperautomation technologies to see exactly where and when, within your business workflow, opportunities for continual improvement can be leveraged.

Our consultants and automation engineers are ready to help your business create meaningful efficiencies and take it to the next level – book a meeting today.

Get next level insights

Never miss an insight. Sign up now.

  • This field is for validation purposes and should be left unchanged.

Related content

Fighting Failure Demand, Boosting Value Demand Fighting Failure Demand, Boosting Value Demand

Fighting Failure Demand, Boosting Value Demand

In this blog from our Lean Methodology Series, we explore the topics of failure demand and value demand and discuss how continuous improvement necessitates change management.
Read more
3 and a half reasons that Lean Six Sigma fails to deliver 3 and a half reasons that Lean Six Sigma fails to deliver

3 and a half reasons that Lean Six Sigma fails to deliver

Our Lean Methodology Series explores a range of business approaches. This blog explores the reasons why your Lean Six Sigma projects may have failed to deliver.
Read more
5 Tips to foster a culture of continuous improvement 5 Tips to foster a culture of continuous improvement

5 Tips to foster a culture of continuous improvement

Roboyo’s Lean Methodology Series explores a range of business approaches. This blog covers our 5 top tips for continuous improvement.
Read more
9 Lean measures to improve efficiency 9 Lean measures to improve efficiency

9 Lean measures to improve efficiency

Roboyo’s Lean Methodology Series explores a range of business approaches. This blog covers 9 lean measures to improve efficiency.
Read more

Get to Next level. NOW.

JOLT

IS NOW A PART OF ROBOYO

Jolt Roboyo Logos Jolt Roboyo Logos

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Jolt Advantage Group.

OKAY

AKOA

IS NOW PART OF ROBOYO

akoa-logo akoa-logo

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired AKOA.

OKAY

LEAN CONSULTING

IS NOW PART OF ROBOYO

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Lean Consulting.

OKAY