This post is in response to a request for further reading to support the Sense and Respond approach. Listed here are the books contained in the further reading section of the Sense and Respond book organized into the four transformation sections of:
Re-View (Analyze the customer needs and end-to-end organizational response from a different perspective)
Re-Mind (Apply a new theory of management to that of industrialization and mass-production)
Re-Inspire (A different form of leadership and behavior for a new type of organization)
Re-Create (Strategy formulation, governance, policy deployment and organizational development)
Our Sense and Respond book has tried to explain a very large breadth of subject matter in a small amount of space. Readers who wish to explore particular topics in greater detail may find the following books and articles of interest. The subjects range from popular business literature to technical research. The books have been grouped to match the four phases of the Journey to Customer Purpose. Many of these texts have been used in our own research and some have influenced our thinking over some time. The list also acknowledges the contribution of earlier thinkers to the body of knowledge contained in Systems Thinking, Lean Thinking, Leadership, Analytical Management Tools, and change.
I have highlighted some of my personal favorites.
Beer, Stafford: Diagnosing the System: for Organisations (Wiley, 1994).
Bicheno, John: The Lean Toolbox (Picsie, 2000).
de Bono, Edward: Lateral Thinking for Management (McGraw Hill, 1971).
Kume, Hitoshi: Statistical Methods for Quality Improvement (Gilmour
Lareau,William: Office Kaizen (American Society for Quality, 2003).
Oakland, John S.: Total Quality Management ([Heinemann Professional],
Ross, Phillip J.: Taguchi Techniques for Quality Engineering (McGraw
Seddon, John: I Want You to Cheat: The Unreasonable Guide to Service
and Quality Organisations (Vanguard, 1992).
Senge, Peter, Art Kleiner, Charlotte Roberts, Rick Ross and Bryan
Smith: The Fifth Discipline Fieldbook (Nicholas Brealey, 1994).
Shewhart,Walter A.: Statistical Method: From the Viewpoint of Quality
Control (Dover, 1986).
Wheeler, Donald J.: Understanding Variation: the Key to Managing
Chaos (SPC Press, 2000).
Beer, Stafford: The Brain of the Firm: Managerial Cybernetics of
Organization (Lane, 1972).
Checkland, Peter: Systems Thinking, Systems Practice (Wiley, 1998).
Edwards Deming, W.: Out of the Crisis (1982: reprinted MIT Press,
Gleick, James: Chaos: The Amazing Science of the Unpredictable
Johnson, H. Thomas and Anders Bröms: Profit Beyond Measure
(Nicholas Brealey, 2000).
Liker, Jeffrey: The Toyota Way: Fourteen Management Principles from
the World’s Greatest Manufacturer (McGraw-Hill, 2003).
Ohno, Taiichi: The Toyota Production System (Productivity Press, 1978).
Womack, James P. and Daniel T. Jones: Lean Thinking: Banish Waste
and Create Wealth in Your Corporation (Simon & Schuster, 1996).
Womack, James P., Daniel T. Jones and Daniel Roos: The Machine that
Changed the World (Rawson Associates, 1990).
Fromm, Erich: Man for Himself: an Enquiry into the Psychology of
Ethics (Routledge, 2002 [based on a publication from 1950]).
Maslow, Abraham: Maslow on Management (Wiley, 1998).
Zander, Rosamund Stone and Benjamin Zander: The Art of Possibility
(Harvard Business School, 2000).
Cummings, Thomas and Christopher Worley: Organization Development
and Change (West, 1997).
Daum, Juergen H.: Intangible Assets and Value Creation (Wiley, 2003).
Gharajedaghi, Jamshid: Systems Thinking: Managing Chaos and
Complexity (Butterworth Heinemann, 1999).
Haeckel, Stephan H.: Adaptive Enterprise: Creating and Leading Sense
and Respond Organizations (Harvard Business School, 1999).
Handy, Charles B.: Understanding Organisations (Penguin Books, 1993).
Henderson, Bruce A. and Jorge L. Larco: Lean Transformation (Oaklea
Hofstede, Geert: Cultures and Organisations: Software of the Mind –
Intercultural Cooperation and Its Importance for Survival (McGraw
Holweg, Matthias and Frits K. Pil: The Second Century: Reconnecting
Customer and Value Chain through Build-to-Order (MIT Press, 2004)
Jackson, Michael C.: Systems Approaches to Management (Kluwer
Academic/Plenum Publisher, 2000).
Jonker, Jan: Toolbook For Organizational Change: A Practical
Approach for Managers (Van Gorcum, 1995).
Kotter, John P.: Leading Change (Harvard Business School, 1996).
Mintzburg, Henry: The Rise and Fall of Strategic Planning (Prentice
Lusk-Brook, Kathleen, John Bray and George Litwin: Mobilizing the
Organisation: Bringing Strategy to Life (Prentice Hall, 1995).
Murman, Earll M., Tom Allen and Joel Cutcher-Gershenfeld: Lean
Enterprise Value: Insights from MIT’s Lean Aerospace Initiative
(Palgrave Macmillan, 2002).
Porter, Michael E.: Competitive Advantage (Free Press, 1985).
Porter, Michael E.: Competitive Strategy: Techniques for Analyzing
Industries and Competitors (Simon & Schuster, 1998).
Scott, Mark C.: Reinspiring the Corporation (Wiley, 2000).
Shinkle, George and Mike Smith: Transforming Strategy into Success:
How to Implement a Lean Management System (Productive Publications,
Calvert, Natalie (ed.): Gower Handbook of Call and Contact Centre
Management (Gower, 2004).
Camrass, Roger and Martin Francombe: Atomic: Reforming the Business
Landscape into the New Structures of Tomorrow (Capstone, 2003).
Einstein Network: The Business Channel (Programme 1290, 2004).
Goodwin, Brian: ‘All for one … one for all’, in New Scientist, vol. 2138
Jones, Daniel T. and James P. Womack: ‘Lean Consumption’, in
Harvard Business Review (March 2005).
Lacey, Robert: Ford (Heinemann, 1986).
Landmark Education: www.landmarkforum.com (workshops on personal
Marr, Bernard: Performance Measurement and Management: Public
and Private Sector (Cranfield School of Management, July 2004).
Marr, B. and A. Neely: Managing and Measuring for Value: the Case
of Call Centre Performance (Cranfield School of Management,
Morita, Akio: Made in Japan: Akio Morita and Sony (Collins, 1987).