JUDGEMENT ON THE FRONT LINE by Chris DeRose, Noel M. Tichy ( 9781591843887 )

Item Details

Title:

JUDGEMENT ON THE FRONT LINE
WHY THE SMARTEST COMPANIES TRUST THEIR PEOPLE TO MAKE REAL DECISIONS

By:

Format:

Hardback

List price:	£18.99
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ISBN 10:

159184388X

ISBN 13:

9781591843887

Publisher:

PENGUIN BOOKS LTD

Pub. date:

3 January, 2013

Pages:

256

Description:

Front-line employees who deal directly with customers are the face of any organization. This title offers 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 and more.

Synopsis:

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 and How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care.

US Grade:

Twelfth Grade and over

Illustrations:

illustrations

Publication:

Imprint:

Portfolio Penguin

Returns:

Returnable

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