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Sense and Respond

The Journey to Customer Purpose

  • Authors
  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

Table of contents

  1. Front Matter
    Pages i-xv
  2. Putting the customer first

    1. Front Matter
      Pages 1-1
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 3-18
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 19-35
  3. The Journey to Customer Purpose: Re-View

    1. Front Matter
      Pages 37-37
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 39-55
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 57-66
  4. The Journey to Customer Purpose: Re-Mind

    1. Front Matter
      Pages 67-68
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 69-81
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 83-97
  5. The Journey to Customer Purpose: Re-Inspire

    1. Front Matter
      Pages 99-100
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 101-113
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 115-125
  6. The Journey to Customer Purpose: Re-Create

    1. Front Matter
      Pages 127-128
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 129-146
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 147-158
  7. Providing customer value

    1. Front Matter
      Pages 159-159
    2. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 161-165
    3. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 167-180
    4. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 181-190
    5. Susan Barlow, Stephen Parry, Mike Faulkner
      Pages 191-195
  8. Back Matter
    Pages 196-208

About this book

Introduction

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.

Keywords

business organization service

Bibliographic information

Industry Sectors
Pharma
Automotive
Chemical Manufacturing
Biotechnology
Finance, Business & Banking
Consumer Packaged Goods