Amazon cover image
Image from Amazon.com

Judgment on the front line : how smart companies win by trusting their people /

By: Contributor(s): Material type: TextTextPublication details: New York Portfolio / Penguin ©2012Description: xiv, 274 pages : illustrations ; 24 cmISBN:
  • 9781591843887
  • 159184388X
Subject(s): DDC classification:
  • 658.3/14 23
LOC classification:
  • HF5415.5 .D467 2012
Contents:
The front line innovation factory -- Building the front line focused organization -- Starting at the top -- Teaching people to think -- Experiment to innovate on the front line -- Breaking down the hierarchy -- Investing in front line capability -- A never-ending process -- Corporate citizenship on the front line -- Conclusion
Summary: Reveals the advantages of empowering front-line employees who deal directly with customers, citing the examples of such organizations as Zappos and the Mayo Clinic of Arizona to demonstrate how their practices have significantly improved customer service and loyalty
Reviews from LibraryThing.com:
Tags from this library: No tags from this library for this title. Log in to add tags.
Holdings
Item type Current library Collection Call number Status Date due Barcode
Books Books SAIACS Centre for Leadership Studies Non-fiction 658.3 D437J (Browse shelf(Opens below)) Available 059931

Includes bibliographical references (pages [257] -268) and index

The front line innovation factory -- Building the front line focused organization -- Starting at the top -- Teaching people to think -- Experiment to innovate on the front line -- Breaking down the hierarchy -- Investing in front line capability -- A never-ending process -- Corporate citizenship on the front line -- Conclusion

Reveals the advantages of empowering front-line employees who deal directly with customers, citing the examples of such organizations as Zappos and the Mayo Clinic of Arizona to demonstrate how their practices have significantly improved customer service and loyalty

There are no comments on this title.

to post a comment.