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Sense and Respond: The Journey to Customer Purpose
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 rese ...more
Hardcover, 224 pages
Published September 3rd 2005 by Palgrave Macmillan
(first published August 6th 2005)
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