Sense and Respond: The Journey to Customer Purpose

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: 9781403945730
  • Publisher: Palgrave Macmillan
  • Publication date: 9/3/2005
  • Pages: 224
  • Product dimensions: 6.34 (w) x 9.58 (h) x 0.78 (d)

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

PART I: RE-VIEW
• Competent Ideas are no Longer Acceptable
• Value Restoration is not Value Creation
• Customer Purpose Defines Customer Value
• PART II: RE-MIND
• New World: New Theory
• Unlearning Organisations
• Purpose, Value, Action
• PART III: RE-INSPIRE
• There is no Change without Leadership
• Creating a Past-Less Future
• The Power of Possibility
• PART IV: RE-CREATE
• Not Business as Usual, a Completely Different Business
• Creating a Customer Value Enterprise
• Choice, Freedom and Power to do What Matters

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