Sense and Respond: The Journey to Customer Purpose

by Mike Faulkner, Sue Barlow, Stephen Parry

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 centre of the process and the organisation 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.

Genres: Business, Design

223 pages, Hardcover

First published May 31, 2005

Reviews

[Alexei Zheglov]

I found Stephen Parry's presentations, e.g. this one at LKCE12 (http://vimeo.com/52488592), more informative than the book.