Sense and Respond: The Journey to Customer Purpose [NOOK Book]

Overview

The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The customer is at the center of the process and the organization needs to respond in a holistic way so that the customer can impact on the design and delivery of products and processes. The book is based upon substantial research and practice by leading practitioners and heralds a paradigm shift ...

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Sense and Respond: The Journey to Customer Purpose

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Overview

The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The customer is at the center of the process and the organization needs to respond in a holistic way so that the customer can impact on the design and delivery of products and processes. The book is based upon substantial research and practice by leading practitioners and heralds a paradigm shift in thinking on these issues.

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Product Details

  • ISBN-13: 9780230556379
  • Publisher: Palgrave Macmillan
  • Publication date: 5/31/2005
  • Sold by: Barnes & Noble
  • Format: eBook
  • File size: 2 MB

Meet the Author

Stephen Parry lectures at leading Business Schools including Cambridge-MIT Institute, Aston Business School and Cranfield School of Management.

Sue Barlow's expertise is in the field of Strategic Consultancy, specializing in organizational transformation and development across all business sectors.

Mike Faulkner is a regular writer for the Institute of Professional Sales.

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Table of Contents

Foreword
Pt. I Putting the customer first 1
Ch. 1 The journey to customer purpose : optimising business effectiveness 3
Ch. 2 Focusing on the customer : a paradigm shift 19
Pt. II The journey to customer purpose : re-view 37
Introduction 37
Ch. 3 Re-view : changing the point of view 39
Ch. 4 Re-view : end-to-end effectiveness 57
Pt. III The journey to customer purpose : re-mind 67
Introduction 67
Ch. 5 Re-mind : changing mental habits 69
Ch. 6 Re-mind : a new way of thinking 83
Pt. IV The journey to customer purpose : re-inspire 99
Introduction 99
Ch. 7 Re-inspire : the nature of leadership 101
Ch. 8 Re-inspire : leading transformation 115
Pt. V The journey to customer purpose : re-create 127
Introduction 127
Ch. 9 Re-create : an organisation that self-develops 129
Ch. 10 Re-create : customer-centric management 147
Pt. VI Providing customer value 159
Ch. 11 Customer value enterprise 161
Ch. 12 Abridged case study 1 : office products direct Europe 167
Ch. 13 Abridged case study 2 : Fujitsu Services Ltd 181
Ch. 14 Customer purpose at the heart of the organisation 191
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