Sense and Respond the Book: Compelling case for the relevance of Lean Services

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Amazon.com book Review:

5 out of 5 stars July 12, 2011

By

Harold Shinsato (Stevensville, MT USA)
Amazon Verified Purchase
This review is from: Sense and Respond: The Journey to Customer Purpose (Hardcover)

As a software developer and agile coach, I found this book compelling and eye opening. The concepts of CORE (Creation, Opportunity, Reactive, External) demand and getting customer data that focuses on what is really relevant to not just what will satisfy the customer, but what will lead to customer success (customer purpose), gives much more helpful direction in guiding an overall lean transformation. All companies eventually must deliver a service to the customer, so lean services thinking is relevant to all businesses. And given the frequent focus on metrics and KPI’s in large companies (Key Performance Indicators), the authors provide clear guidance how to use metrics that give a holistic picture rather than provide fuel for wasteful actions in siloed departments.

My only complaint about the book is that it really is too short. There are exciting hints about the importance of systems theory, coaching and mentoring, and transformational leadership, but clearly 150 pages did not leave enough space to go in more depth. It was exciting to read about how to assist an organization to face up to real customer data, look at the waste, and make changes that would have been considered “impossible” in the normal day to day political reality of many organizations. I would have loved to have heard more about this.

I’ll also say that it does help to have some awareness of lean and agile concepts before diving into this book, though it’s not at all necessary – it does help to digest and understand why the information is so valuable.

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