Sense and Respond: The Journey to Customer Purpose
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 center of the process and the organization 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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Three business consultants describe a strategic management philosophy that focuses on understanding what the customer is trying to achieve. They then outline a four-stage process for transforming any business into a successful "Customer Value Enterprise." The volume concludes with two abridged case studies illustrating the implementation of this approach at a European office products supplier and at Fujitsu IT Services worldwide. Annotation ©2006 Book News, Inc., Portland, OR
ForewordPt. IPutting the customer first1Ch. 1The journey to customer purpose : optimising business effectiveness3Ch. 2Focusing on the customer : a paradigm shift19Pt. IIThe journey to customer purpose : re-view37Introduction37Ch. 3Re-view : changing the point of view39Ch. 4Re-view : end-to-end effectiveness57Pt. IIIThe journey to customer purpose : re-mind67Introduction67Ch. 5Re-mind : changing mental habits69Ch. 6Re-mind : a new way of thinking83Pt. IVThe journey to customer purpose : re-inspire99Introduction99Ch. 7Re-inspire : the nature of leadership101Ch. 8Re-inspire : leading transformation115Pt. VThe journey to customer purpose : re-create127Introduction127Ch. 9Re-create : an organisation that self-develops129Ch. 10Re-create : customer-centric management147Pt. VIProviding customer value159Ch. 11Customer value enterprise161Ch. 12Abridged case study 1 : office products direct Europe167Ch. 13Abridged case study 2 : Fujitsu Services Ltd181Ch. 14Customer purpose at the heart of the organisation191
