Sense and Respond: The Journey to Customer Purpose
Written by Stephen Parry, Susan Barlow and Mike Faulkner. (Palgrave MacMillan 2005).
We argue that Lean Service 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. The book is based upon substantial research and practice and signals a paradigm shift in thinking on these issues.
Lean Service when applied in this unique way, can actually dictate the design of services and products and provide new principles upon which to design, build, operate and lead organisations in an ‘on-demand’ world, while creating a workforce that continually drives innovation and creativity by gathering customer intelligence. All of this heralds the birth of the ‘intelligence worker’.
Creating an enterprise focused on customers is the key to corporate success going forward. While many organisations may recognise this fact, very few are able to move fast enough because of the limiting principles behind the current design. Our Sense and Respond approach assists them in overcoming these problems and releases businesses from the shackles of standard practices and existing thinking.