Published books: Sense and Respond: The Journey to Customer Purpose Palgrave (2005) by Stephen Parry and Susan Barlow Book Citations for Sense and Respond • Lean Solutions. Professors Womack and Jones (2005) • Valuable Disconnects in Organisational Learning Systems, Professor Joel Cutcher-Gershenfeld MIT Boston (2005) • The Human Side of Enterprise by Douglas McGregor Updated and Annotated by Professor Joel Cutcher-Gershenfeld (2006) • Strategic Performance Management: Leveraging and Measuring your Intangible Value Drivers Bernard Marr Cranfield School of Management (2006) • Cleared for Take Off: Strategies in Lean IT and How They’re Relevant to the Travel Business. Amadeus Industry Paper by James Woudhusen, Professor of Forecasting and Innovation at De Montfort University, Leicester (2014) Industry Awards Top 25 Customer Experience Influencer 2020 and 2021 by the Customer Experience Magazine. Chair of Judges UK Business Awards: Judging the Best Place to Work Award 2019 Judge at the UK Customer Experience Awards 2019 Winner of the National Business Award for Best Customer Service Strategy 2003 The Judges’ citation declared his strategy “had created an organisational transformation that demonstrated an entire cultural change around the needs of customers and could, as a result, demonstrate significant business growth, innovation and success.” European Service Centre of the Year Personal Award for Innovation and Creativity 2001 European Service Centre of the year for Best People Development Program 2001 Articles Published Stephen’s customer-focused culture change approach at Fujitsu Services was featured in Professors Dan Jones and Jim Womack’s Lean Consumption article for the Harvard Business Review 2005 He was also the feature of a BBC Open University documentary, ‘The Crunch,’ last transmitted in 2007. Industry White Papers • Guide to Creating Adaptive Organisations and Cultures • Change Readiness: Planting the Seeds for Change Success • Sense and Respond: New Principles and a New Vision for the Call Centre Industry. • A Demanding World: How much value do you create for customers? CCA • Service Climate and Customer Intelligence workers. Climetrics® CCA • Planning and Achieving Change. Climetrics® CCA Research Articles • Measuring for Value: Transformation Pitfalls and Lessons. PMA Cranfield School of Management • Fujitsu; Managing for Value: Cranfield School of Management. • Service Climate Management: Employee Engagement and Profitability. CCA TV and Radio • TV BBC Open University Documentary ‘The Crunch’ Featured Stephen’s work at Fujitsu Services. • TV Channel 4/Einstein CIPD. Sense and Respond. • BBC Radio 4 In Business: The Heartbeat Economy • BBC Radio 4 In Business: Lean, Mean and at your Service

Seeking a position and developing my skills for an NED role with an organisation undergoing significant transformation.

Not yet provided

GB

Publishing my first book. Sense and Respond (Palgrave) 2005