Judgment on the Front Line: How Smart Companies Win By Trusting Their People by Chris DeRose & Noel M. Tichy

Author:Chris DeRose & Noel M. Tichy [DeRose, Chris]
Language: eng
Format: mobi
ISBN: 9781101561713
Publisher: Penguin Group US
Published: 2012-10-10T14:00:00+00:00

Summary: Tearing Down the Walls

The paradox of building a front line–focused organization is that it begins with senior leaders creating an organizational context in which frontline leaders feel valued and are engaged in valuable work without the burden of unnecessary bureaucracy. Yet the degree, endurance, and depth of change required largely depend on an organization’s starting point. If, as in the case of the Providence Police Department, a hierarchy is firmly entrenched, more radical action will be needed.

Technology is a tremendous enabler for facilitating the flow of intelligence to and from the front line. As we saw in the case of Pepsi Bottling Group, intelligent updates can be delivered to frontline workers to boost efficiency and create more time for high-value work. Additionally, as in the cases of Zara and IBM, technology can be leveraged to solicit input and create conversations. In the best cases, these actions translate into actual relationships, such as when a Zara buyer teams with a store associate to dive deeper on fashion trends.

Ultimately, the goal is not to elevate the frontline workers at the expense of others in the hierarchy but rather to promote respect for them that diminishes the importance of titles, invites insight from employees at all levels, and encourages the use of data and the best intelligence when making decisions.

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