Judgment on the front line : how smart companies win by trusting their people /
DeRose, Chris.
Judgment on the front line : how smart companies win by trusting their people / Chris DeRose and Noel M. Tichy. - New York : Portfolio/Penguin, - xiv, 274 pages : illustrations ; 24 cm
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 serviceand loyalty.
9781591843887 159184388X
Penguin Group USA, Attn: Order Processing 405 Murray Hill Pkwy, East Rutherford, NJ, USA, 07073-2136 SAN 282-5074
2012018023
Customer relations.
Management--Employee participation.
Organizational behavior.
Corporate culture.
Corporate culture.
Customer relations.
Management--Employee participation.
Organizational behavior.
HF5415.5 / .D467 2012
658.3/14
Judgment on the front line : how smart companies win by trusting their people / Chris DeRose and Noel M. Tichy. - New York : Portfolio/Penguin, - xiv, 274 pages : illustrations ; 24 cm
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 serviceand loyalty.
9781591843887 159184388X
Penguin Group USA, Attn: Order Processing 405 Murray Hill Pkwy, East Rutherford, NJ, USA, 07073-2136 SAN 282-5074
2012018023
Customer relations.
Management--Employee participation.
Organizational behavior.
Corporate culture.
Corporate culture.
Customer relations.
Management--Employee participation.
Organizational behavior.
HF5415.5 / .D467 2012
658.3/14