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

By: Contributor(s): Material type: TextTextPublication details: New York : Portfolio/Penguin, Description: xiv, 274 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 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 serviceand loyalty.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Books Books Odessa College Stacks 658.314 D437J (Browse shelf(Opens below)) 1 Available 51994001674391

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.

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