TY  - BOOK
AU  - DeRose,Chris
AU  - Tichy,Noel M.
TI  - Judgment on the front line: how smart companies win by trusting their people 
SN  - 9781591843887
AV  - HF5415.5 .D467 2012
U1  - 658.3/14 23
PY  - 0000///
CY  - New York
PB  - Portfolio/Penguin
KW  - Customer relations
KW  - Management
KW  - Employee participation
KW  - Organizational behavior
KW  - Corporate culture
KW  - fast
N1  - 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
N2  - 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
ER  -