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Sense and Respond: The Journey to Customer Purpose [Hardcover]

Stephen Parry , Sue Barlow , Mike Faulkner
3.9 out of 5 stars  See all reviews (7 customer reviews)
Price: 38.00 & FREE Delivery in the UK. Details
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Book Description

31 May 2005
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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Product details

  • Hardcover: 224 pages
  • Publisher: Palgrave Macmillan; 1 edition (31 May 2005)
  • Language: English
  • ISBN-10: 140394573X
  • ISBN-13: 978-1403945730
  • Product Dimensions: 1.7 x 15.8 x 24.2 cm
  • Average Customer Review: 3.9 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Bestsellers Rank: 97,500 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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'Sense and Respond is a key approach that overlays the supply of Managed Services. It inevitably increases value for our customers beyond that of traditional service delivery.' - Tsuneo Kato, Group VP of Global Services, Service Business Group, Fujitsu Limited

'Sense and Respond is a radical departure for the entire service sector, a dramatic shift in thinking that could revolutionise services in the same way as Six-Sigma and TQM transformed the world of production. Congratulations for this brilliant contribution - we will all benefit immeasurably.' - Roger Camrass , Director, Business Transformation Group, Fujitsu

'...this pioneering approach demonstrates just what can be achieved from being truly customer-focused. The real significance of the authors' work is that it starts by understanding what the customer is trying to achieve...customer purpose...rather than from customer satisfaction or even customer delight.' - Professor Daniel T. Jones, Chairman, Lean Enterprise Academy

'In reality, this is a culture change on a massive scale in which learning is seen as central to business success. This approach transforms thinking behind the delivery of service, knowledge and innovation in organisations.' - Dr Joel Cutcher-Gershenfeld, Senior Research Scientist, MIT Sloan School of Management

About the Author

STEPHEN PARRY has extensive experience in the areas of customer service strategy, proposition development, organisational development, business process alignment, technology introduction, change and turnaround management. Over the last nine years he has developed an innovative approach to rapidly transforming and managing service centre operations called Sense and Respond, which combines the most beneficial elements of System Thinking, Lean Service and Transformational Leadership. This approach was adopted by Fujitsu who appointed Stephen as Head of Corporate Services. In 2001 he was awarded both the European Call Centre of the Year award for Innovation and Creativity and the European Call Centre of the Year award for best people development programme. He regularly lectures at leading Business Schools including Cambridge-MIT Institute, Aston Business School and Cranfield School of Management.

SUE BARLOW has worked in the retail and distribution industry and the IT Infrastructure Services business. Her expertise is in the field of Strategic Consultancy, specialising in organisational transformation and development across all business sectors. She co-developed the leading approach called Sense and Respond which was awarded the Best Customer Service Strategy award 2003 in the National UK Business Awards and also received the 2001 European Call Centre of the Year award for Innovation and Creativity and the Best People Development Programme. She is an influential leader in the field of organisational development and change management and is a member of IMD in Lausanne, Switzerland.

MIKE FAULKNER is an experienced writer who has contributed to all forms of printed media including books, newspapers and magazines. He is a regular writer for the Institute of Professional Sales. He has designed and implemented several in-depth benchmarking studies for organisations and was instrumental in the formation of the Customer Technology Association

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Customer Reviews

Most Helpful Customer Reviews
1 of 1 people found the following review helpful
4.0 out of 5 stars Insightful, proven, necessary in today's world 26 Nov 2012
Format:Hardcover|Verified Purchase
I find the book very insightful. It offers proven new methods for organisation architecture and management. For those who until now had contact only with "classical" (Tayloristic) management techniques, book will offer new very interesting and challenging ideas and views.
I especially liked parts with typical comments of the employees in specific situations and comparison between new management model vs mass-production management model.
I think that most of company owners in today's world should read this book and have in mind ideas mentioned here.

I didn't give 5 stars to the book only because I prefer to have theory and examples mixed. Theoretical part of the book has 4 major chapters and only after reading all of them, you will get to the examples part in which writers describe how it all looked in practice. For example, mixture of examples and theory which you can find in book Kanban by David J Anderson is perfect for me. Simply, I understand better theory when example follows immediately.
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3 of 4 people found the following review helpful
2.0 out of 5 stars Disappointing 29 Mar 2007
By Mr. Ross Maynard VINE VOICE
The core message of "Sense and Respond" is that we should redesign our business processes to really focus on what the customer values. This is not a particularly new message - "voice of the customer" is a key theme in lean management - but it is a message worth exploring in depth. How do we achieve this goal ? Unfortunately, to my mind, this book doesn't answer this question. There is a diagram on page 8 which sums up the four areas for creating such customer focus. From memory these include trained, well paid and motivated staff dealing with customers and empowered to solve their problems; frequent improvement activity involving all levels; leadership development to bring about this culture change; and so on. The book then looks at each of these areas, but not in particular depth. Instead the comments made seem bland and generalised. The sections on staff development, for example, are so basic that they provide no real guidance at all. At 25 for 150 pages this makes the book expensive for such little worthwhile content. In addition the writing style is dull and uninvolving. Start your quest for customer purpose elsewhere !
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16 of 24 people found the following review helpful
5.0 out of 5 stars and now for something completely different 18 Sep 2005
While there are literally thousands of management texts out there this book really does offer something completely different ... and I should know as I have had the misfortune of having to read one turgid and uninspiring management text after another! Whether you are involved in the delivery of customer service, an academic or a business school student this book will take you beyond the empty customer-centric rhetoric of other texts into a workplace reality defined by the purpose of the customer and the needs of customer service staff to deliver that purpose. I have conducted research across over 200 service organisations and I have seen the hugely positive impact that the workplace interventions conducted by the authors of 'Sense and Respond: a Journey to Customer Purpose' have had upon the profits of customer service organisations, the motivation, commitment and job satisfaction of customer service staff, and, most importantly, customers. Believe me this book is simply a must buy for those either involved or interested in customer service.
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5 of 9 people found the following review helpful
1.0 out of 5 stars Nothing New Here 5 Sep 2006
Having read the book from cover to cover, I can reliably inform you that it is a mix of nothing more than basic common sense and material and concepts borrowed (without credit) from other people's work. Little or no credit is given to Stephan H. Haeckel - the real pioneer of Sense and Respond. Save your money.
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