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S. Parry - Sense and Respond: The Journey to Customer Purpose - 9781403945730 - V9781403945730
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Sense and Respond: The Journey to Customer Purpose

€ 78.33
FREE Delivery in Ireland
Description for Sense and Respond: The Journey to Customer Purpose Hardcover. Num Pages: 256 pages, Illustrations. BIC Classification: KJMV1. Category: (P) Professional & Vocational; (U) Tertiary Education (US: College). Dimension: 243 x 164 x 16. Weight in Grams: 530.
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.

Product Details

Publisher
Palgrave Macmillan
Number of pages
256
Format
Hardback
Publication date
2005
Condition
New
Number of Pages
208
Place of Publication
Gordonsville, United States
ISBN
9781403945730
SKU
V9781403945730
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15

About S. Parry
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 ... Read more

Reviews for Sense and Respond: The Journey to Customer Purpose
'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 ... Read more

Goodreads reviews for Sense and Respond: The Journey to Customer Purpose


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