Sense and Respond: The Journey to Customer Purpose

Parry, S.; Barlow, S.; Faulkner, M.

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.

Details

Published by: Palgrave Macmillan

Publication Date: 2005-05-31

Format: Paperback

ISBN-13: 9781349523191

DOI: 10.1057/9780230508149

Dimensions: 235cm x155cm

Pages: 208