Titlebook: Sense and Respond; The Journey to Custo Susan Barlow,Stephen Parry,Mike Faulkner Book 2005 Palgrave Macmillan, a division of Macmillan Publ

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Book 2005he 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

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esign 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.978-1-349-52319-1978-0-230-50814-9