Stephen Parry, on His Book ‘Sense and Respond,’ How Lean Engages Employees to Provide Customer Value



My guest for episode #170 is Stephen Parry, joining us from England. He is a keynote speaker at the upcoming Lean Kanban North America conference in late April. I will also be a main stage speaker at the event. Parry has experience leading Lean transformation efforts in industries ranging from telecommunications, IT, shared services, financial services, and the public sector.

He is the author of the book Sense and Respond: The Journey to Customer Purpose. In this episode, we talk about his experience, how Lean engages employees to provide value to customers, and the differences between LINO (Lean In Name Only) and Real Lean.

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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


  1. I felt this was such a powerful and thought provoking interview. The concepts Stephen was bringing to light in terms of adaptive organizations is completely a revolutionalry approach towards organizational managment.

    It may on the surface seem familiar, and has already been done, however it is a unique and scientific approach. The results he received with his customers speak for themselves.

    If businesses adopt his approach they will without a doubt not only be a market differentiator for themselves, but also for their customers. Employees and Managers will also differentiate themselves as forward thinkers of today’s and the next generation of exceptional problem solvers adapting to the fast paced changes required of business strategy and operations.


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