Books by Stephen Parry

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 book challenges conventional thinking and organisational designs. It explores the consequences and constraints inherent within traditional management philosophies and suggests an alternative approach that places customer intelligence and employee creativity at the heart of transformation. It draws upon substantial research and practice by leading practitioners and heralds a paradigm shift in thinking. It captures the rationale, theories and principles of customer-driven change and details experiences from companies and individuals who are already on the journey.

"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. Senior Associate, Judge Institute, Cambridge University . Co-author of Atomic: Reforming the Business Landscape into the New Structures of Tomorrow.

"The Journey to Customer Purpose" is a culture change on a massive scale in which learning becomes central to business success. This approach transforms thinking beyond the delivery of service, to integrate knowledge creation and innovation in organizations."
Dr Joel Cutcher-Gershenfeld,
Senior Research Scientist, MIT Sloan School of Management, and Executive Director, MIT Engineering Systems Learning Center. Co-author of Valuable Disconnects in Organisational Learning Systems.

Note from the Authors:

The prime objective of this book is to illustrate how lean practices can create different go-to market strategies for service companies through the systematic introduction of lean principles and transformational leadership to create a new type of workforce and organisational design, one in which end-to-end capabilities can respond ‘On-Demand’.

The Toyota Production System TPS (birthplace of Lean) has a long history and mastery of delivering on-demand production. This book takes the on-demand principles of TPS and pushes them into the consumer consumption and service provision arenas.

The book outlines a new management approach and the creation of a workforce capable of routinely gathering customer intelligence, heralding the birth of the ‘intelligence worker’, who is in constant pursuit of customer purpose,- ’why customers use products and services and what really creates value for them’.

We have also brought together some existing ideas from Lean, Systems Thinking, Change Management, Cognitive Behavioural techniques and coaching, combined them in ways we have found effective in challenging and changing the existing wisdom of management practices.

We have highlighted the contributions of many original thinkers, demonstrating a long term evolution of ideas towards a new operating paradigm, one which addresses the journey to understanding customers, employee enablement and the creation of a truly on-demand organisation.

We believe Lean needs to be viewed not as a simple continuous improvement methodology for processes but when

applied across the enterprise and the customer consumption cycle it can actually dictate the design of services and products and provide new principles upon which to design build and operate organisations.



	Stephen Parry Books