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Sense and Respond - The Journey to Customer Purpose (Paperback, 1st ed. 2005)
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Sense and Respond - The Journey to Customer Purpose (Paperback, 1st ed. 2005)
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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.
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