The concept of failure demand is pretty easy to understand. It is also easy to misunderstand. Conventional command-and-control thinkers think, rightly, that failure demand represents cost to their organisation and they believe, wrongly, that is it caused by their people doing things wrong and their processes being flawed.

They also like the idea of failure demand being reported on a regular basis. To that end command-and-control thinkers like the idea of using computer systems to listen in to service transactions in order to count failure demand. A great example of using computers to do something people are better able to do.

Failure demand is a systems concept – the causes of failure demand are systemic.