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Sense and Respond

The Journey to Customer Purpose

Sense and Respond by Stephen Parry
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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.
Palgrave Macmillan; May 2005
225 pages; ISBN 9780230508149
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Title: Sense and Respond
Author: Stephen Parry; Sue Barlow; Mike Faulkner
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