The customer meets the organisation at the service interface. The customer has needs, tasks to do (jobs to be done), which are served by the offerings of the organisation. That's where the customer and organisation perspectives meet. And that is valuable for both the customer and the organisation.
Month: May 2024
Value Demand and Failure Demand
Value demand is "normal, healthy basic demand" that arises from customer needs, to which the organisation responds by offering appropriate services and/or products. Failure demand is unnecessary additional demand that arises when customer needs have not been met, and the customer has to return to the service. Failure demand is a significant cause of inefficiency and cost escalation in organisations.