Описание: On 21 May 2015, I first reported to Haringey Council there were almost unreadable streetname signs in Chaplin Road near the corner with Forster Road. This applied to: both sides of the street. I got a reply the same day telling me that: "The name plates have been placed on order and will be replaced as soon as we get a delivery." When replacement didn't happen. I sent several reminders. And had some correspondence with Haringey Council staff who gave me inaccurate information. Eventually they agreed that they are legally obliged to replace the signs. Walking past on 3 February 2017 I noticed they'd been replaced on both sides of the street. I don't know when. Failure Demand The management writer John Seddon uses the term "Failure Demand". This means additional demand - and extra work - caused by failure to do something or do something right for the customer'. Seddon compares this with 'value demand', which is what the service exists to provide. To me, common sense stuff. But apparently not to some staff in Haringey. I reported a fault. They promised to solve it. But then gave me a song and dance about why they couldn't and wouldn't. Before eventually doing what they could and should have done in the first place. Maybe someone at Haringey Council thought I'd give up. Leaving them with fictitious budget "savings" or "efficiencies". And leaving residents with some hard-to-read streetname signs. ______________________________________ § Failure Demand (From Vanguard website.) "It is demand caused by a failure to do something or do something right for the customer. Customers come back, making further demands, unnecessarily consuming the organisation’s resources because the service they receive is ineffective. The concept of failure demand was first described by John Seddon in his book “I Want You to Cheat”, published in 1992. It was initially called “demand we don’t want” and later, after much careful thought, re-named “failure demand”. Since then, it has become widely known by people who work in service organisations. But do they understand it and do they know what to do about it?"
Tags:
Поиск и фотоизображения предоставлены компанией Flickr с помощью сервиса Flickr API согласно Правилам пользования сайтом Flick.com и его сервисами. Графические изображения являются публичными, размещёнными их авторами в свободный доступ (Public) и физически расположены на серверах Flickr. Все права на фотографии принадлежат их авторам согласно пользовательскому соглашению сервиса Flickr.com и охраняются законами, регулирующими авторские права.
