Front Line
Download and Read Front Line full books in PDF, ePUB, and Kindle. Read online free Front Line ebook anywhere anytime directly on your device. We cannot guarantee that every ebooks is available!
Judgment on the Front Line
Author | : Chris DeRose |
Publisher | : Penguin |
Total Pages | : 277 |
Release | : 2012-10-11 |
Genre | : Business & Economics |
ISBN | : 1101561718 |
Download Judgment on the Front Line Book in PDF, Epub and Kindle
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Judgment on the Front Line Related Books
Pages: 277
Pages: 219
Pages: 336
Pages: 214
Pages: 536