I have been running some masterclasses on Demand Management recently and while thinking through the various strategies and tactics that could be adopted, I had a flash of inspiration from Risk Management.
Many people will have come across the 4 Ts of risk mitigation:
- Tolerate – acknowledge and live with the risk, but monitor
- Transfer – get someone else to take on the risk (e.g. via insurance)
- Treat – reduce the likelihood of the risk happening or minimise its impact
- Terminate – remove the root cause of the risk
These lead you to specific actions as part of a risk management plan, either for an organisation or a project/programme.
My adaptation of this for Demand Management is:
- Tolerate the demand – acknowledge it exists but work on improving the process
- Transfer the demand – get someone else to respond to the demand
- Increase the demand – sometimes you need to stimulate more demand
- Decrease the demand – reduce the need or make it more difficult to access the service
- Terminate – eliminate the root causes of the demand
I summarised these and some associated tactics in the mindmap below: