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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
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Book Description Buch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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. 208 pp. Englisch. Seller Inventory # 9781403945730
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Book Description Buch. Condition: Neu. Druck auf Anfrage Neuware - Printed after ordering - 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. Seller Inventory # 9781403945730
Book Description Gebunden. Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. 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 dev. Seller Inventory # 458479190