Do You Design Against Demand?


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Here is a very simple 2 step improvement idea for you:

  1. Understand the customer demands that are placed on your organisation
  2. Design your infrastructure and processes to meet those demands.

Or, to put it a little less managerially, find out why your customers call you, then work out the best way to give them what they want.

It isn’t a very clever idea

It isn’t a very clever idea at all, in fact when you sit back and think about it, as ideas go, it sits in the “blindingly obvious” bucket.

The funny thing is, that obvious as it is, we don’t do it. We don’t design for customers, we design for ourselves, we design for efficiency. We build large operations that maximise the economies of scale without really worrying if the solution meets the customer’s needs.

Nobody is that foolish

Now I know what you are thinking, nobody could be that foolish, so let me prove the point.

In London most fire stations are full of fire engines. A fire engine costs about a quarter of a million pounds and is exactly what you need to get 8 firemen and their equipment to a fire in a building and save people’s lives.

They are a very efficient way to put out large fires.

But they are not a solution designed against demand.

Of the 999 calls that the London Fire Brigade deal with most are rescue calls or minor incidents or false alarms and very few are large fires.

Unfortunately, if the only way you have to get to a fire in a rubbish bin (or a cat in a tree) is a fire engine then a fire engine is what you will use.

A better solution

Following a test at the Olympic Games the London Fire Brigade have invested in a fleet of minis that hold two fire men, their emergency and first aid equipment and 6 fire extinguishers.

The Minis are:

  • Cheaper than fire engines
  • Faster than fire engines, (would you rather try to hustle a lorry through London’s narrow streets in rush hour or a Mini Cooper with its siren blaring?)
  • And often better than a fire engine, as the saying goes, a stitch in time saves nine.

Just what you need for a minor emergency, with the added benefit that they make people smile.

All of which begs the question…

Do you know why your customers phone you and have you designed your solution around that?

Republished with author's permission from original post.

James Lawther
James Lawther is a middle-aged middle manager. To reach this highly elevated position he has worked for many organisations, from supermarkets to tax collectors and has had multiple roles from running a night shift to doing operational research. He gets upset by operations that don't work and mildly apoplectic about poor customer service.


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