Draft:Failure demand
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Failure demand, also known as avoidable contact, is demand on a service organisation caused by the organisation's failure to do something, or to do something right, for a customer. It is distinguished from value demand - normal requests for whatever service the organisation exists to provide. The terms "failure demand" and "value demand" were coined by British occupational psychologist John Seddon.[1]
The concept is widely applied in the UK public sector.[2], and was adopted in 2008 by the UK Cabinet Office as one of 198 "national indicators" of local authority performance.[3] It is sometimes claimed that up to 80% of demand on public services is failure demand.[2][4]
Some UK police forces have worked with academics to assess their failure demand. A service redesign resulting from such a study with Cheshire Constabulary is credited with "doubling the number of urgent incidents they could attend in the appropriate time". A study of Gloucestershire Constabulary found repeat or failure demand in 32% of incidents. Examples of failure demand included repeat reports of an unresolved problem, calls to chase up police who had not yet attended a scene, and calls made to the control room to contact a specific officer for whom a crime victim had not been provided with contact details.[2]
Studies of failure demand in healthcare have questioned the applicability or usefulness of the concept in practice. A study in South Africa found that usual definitions of "failure demand" were inadequate to describe healthcare systems and that there were forms of demand that fell outside the "value demand"/"failure demand" binary.[5] Another study in the NHS both found that there were difficulties recording failure demand and suggested that failure demand analysis had had "limited success in the public sector" due to the inability of managers to enact systemic change based on the results of failure demand analyses.[6]
References
[edit]- ^ "Failure Demand". Vanguard Consulting Ltd. Retrieved 16 October 2024.
- ^ a b c Morris, Gareth; Walley, Paul (27 September 2021). "Implementing failure demand reduction as part of a demand management strategy". Public Money & Management. 42 (1): 22–31. doi:10.1080/09540962.2021.1978163. Retrieved 9 December 2024.
- ^ "Reducing avoidable contact: a guide to NI 14". Archived from the original on 2012-08-03. Retrieved 2011-07-05.
- ^ "Failure Demand". Vanguard Consulting Ltd. Retrieved 16 October 2024.
- ^ Hartmann, D.; Bicheno, J.; Emwanu, B.; Hattingh, T.S. (August 2021). "Understanding system failure in health care: a mental model for demand management". South African Journal of Industrial Engineering. 32 (2): 17–36. doi:10.7166/32-2-2344. Retrieved 9 December 2024.
- ^ Walley, Paul; Found, Pauline; Williams, Sharon (22 August 2017). "Failure demand: a concept evaluation in UK primary care". International Journal of Health Care Quality Assurance. 32 (1): 21–33. doi:10.1108/IJHCQA-08-2017-0159.
