ABSTRACT
Doubts about the command and control philosophy of management are now common. People discuss the problems caused by the top-down imposition of targets in the public services. But problems such as these cannot be solved or answered within the prevailing view. To do so leads people to find better ways to do the wrong thing righter'. Value demand is what the service center: exists to serve; it represents the demands customers make for things they want, things that are of value to them. Failure demand is created by the organization not working properly. The experts either closed the call by solving the problem or passed it to someone who had the best skill set for resolution. It was a one stop or one pass philosophy. Their capacity quadrupled, end-to-end time went down to an average of less than a day. Acting on demand creates the greatest leverage on a service centre. Performance improves enormously.
