Written by: Stephen Parry, Susan Barlow, and Mike Faulkner (Palgrave MacMillan, 2005).
In Sense and Respond: The Journey to Customer Purpose, we argue that Lean Service should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The book is based upon substantial research and practice, and signals a paradigm shift in thinking on these issues.
When applied in this unique way, Sense and Respond 3.0 Adaptive Lean Methods will provide new principles upon which to design, build, operate, and lead organisations in an “on-demand” world. It will also create a workforce that continually derives innovation and creativity. through customer intimacy.
Creating an enterprise adaptive enough to remain focused on customers is the key to corporate success. While many organisations recognise this fact, very few are able to move fast enough because of the limiting principles of their current design. Sense and Respond: The Journey to Customer Purpose assists in overcoming these problems, and helps release business from the shackles of standard practices and outdated thinking.