Judgment on the Front Line

How Smart Companies Win By Trusting Their People

Business & Finance, Management & Leadership, Decision Making & Problem Solving, Leadership, Management
Cover of the book Judgment on the Front Line by Chris DeRose, Noel M. Tichy, Penguin Publishing Group
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Chris DeRose, Noel M. Tichy ISBN: 9781101561713
Publisher: Penguin Publishing Group Publication: October 11, 2012
Imprint: Portfolio Language: English
Author: Chris DeRose, Noel M. Tichy
ISBN: 9781101561713
Publisher: Penguin Publishing Group
Publication: October 11, 2012
Imprint: Portfolio
Language: English

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

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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

More books from Penguin Publishing Group

Cover of the book Bringing Up Geeks by Chris DeRose, Noel M. Tichy
Cover of the book The Undercover Scoundrel by Chris DeRose, Noel M. Tichy
Cover of the book Special-Needs Kids Eat Right by Chris DeRose, Noel M. Tichy
Cover of the book The Wahls Protocol Cooking for Life by Chris DeRose, Noel M. Tichy
Cover of the book Summer Breeze by Chris DeRose, Noel M. Tichy
Cover of the book The Nursing Home Guide by Chris DeRose, Noel M. Tichy
Cover of the book Bride of the High Country by Chris DeRose, Noel M. Tichy
Cover of the book Lipshitz Six, or Two Angry Blondes by Chris DeRose, Noel M. Tichy
Cover of the book The Wet Nurse's Tale by Chris DeRose, Noel M. Tichy
Cover of the book The Square and the Tower by Chris DeRose, Noel M. Tichy
Cover of the book The Chosen One by Chris DeRose, Noel M. Tichy
Cover of the book House of Daughters by Chris DeRose, Noel M. Tichy
Cover of the book Hexes and Hemlines by Chris DeRose, Noel M. Tichy
Cover of the book Death at Sea by Chris DeRose, Noel M. Tichy
Cover of the book Playing to the Gallery by Chris DeRose, Noel M. Tichy
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy