Download Judgment on the Front Line: How Smart Companies Win by Trusting Their People AudioBook Free
Front-line employees can be your greatest advantage - here's how to touch their rich vein of insight and control. Front-line employees who deal straight with customers are the face of any corporation. Not merely do they have the most impact on how a brand is perceived, nevertheless they are also the most valuable source of insight into what customers want and how to provide it to them. Regrettably, as management experts Chris DeRose and Noel M. Tichy discuss, most organizations have no idea how to judge the chance of supplying employees more autonomy. A lot of those who are willing to try haven't even spent resources in making certain - once the shackles are off - front-line employees make good judgments. Tichy and DeRose offer powerful types of front-line control, such as:
- How Zappos trusts its visitors to do anything in service of a customer, including providing free product or reimbursing for flaws
- How Mayo Center of Arizona allowed its nurses to issue the hierarchy to be able to improve patient treatment
