Judgment on the front line : [Book] : how smart companies win by trusting their people / Chris DeRose and Noel M. Tichy.

By:

DeRose, Chris

Contributor(s):

Tichy, Noel M

Material type: Text

TextPublication details: New York : Portfolio/Penguin, c2012.Description: xiv, 274 p. : ill. ; 24 cmISBN:

9781591843887

Subject(s):

DDC classification:

658.3 14 23

Other classification:

658.314

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: 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.

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Holdings
Item type	Current library	Call number	Status	Date due	Barcode	Item holds
Books	Junaid Zaidi Library, COMSATS University Islamabad	658.314 DER-J (Browse shelf(Opens below))	Available		50774

Total holds: 0

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Previous	658.314 COO-E The essential guide to employee engagement better business performance through staff satisfaction /	658.314 COO-E The essential guide to employee engagement better business performance through staff satisfaction /	658.314 COO-E The essential guide to employee engagement better business performance through staff satisfaction /	658.314 DER-J Judgment on the front line : how smart companies win by trusting their people /	658.314 FRO-T Toxic emotions at work how compassionate managers handle pain and conflict /	658.314 GLA-H Handle with care motivating and retaining your employees /	658.314 HAA-B A better place to work a new sense of motivation leading to high productivity /	Next

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

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.

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