THE Roaring 2000s by Harry S. Dent Jr

Author:Harry S. Dent, Jr.
Language: eng
Format: epub
Publisher: Simon & Schuster
Published: 1998-07-15T00:00:00+00:00

THE FRONT-LINE CAREER PATH: BROWSERS IN ACTION

Companies that adopt the network organizational model will design their business around the customers and the front-line employees who deal directly with those customers. The front lines will be composed of individuals or small teams that focus only on the unique needs of a specific group of customers. Customer specialization is the new focus, not the functional specialization of the past.

Front-line positions will be the first and fastest-growing career path within network organizations for the coming decade. Just like a small, niche business, these front-line employees must be entrepreneurs — creative generalists with cross-functional skills that can focus on and solve the unique needs of a distinct segment of customers. Since the smallest teams can be the most focused, innovative, and responsive, people in such front-line browser functions must have general knowledge, and the ingenuity to apply it in unique ways. Furthermore, they must easily adapt to new situations and learn as they go. I call these people specialized generalists. Their specialty is customer knowledge, but they are generalists by being flexible in their skills.

The goal of the organization when creating the front lines is to bring together the smallest number of people who have the cross-functional skills to solve most customer problems with little or no back-line intervention. Many customer solutions require a team of individuals who have areas of specialized skills, but can generalize and expand those skills to the broader team’s needs, and even take on the functions of other team members temporarily when necessary.

The people who work best as specialized generalists in this new front-line career path:

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Are relational, service-oriented, and like dealing with people.

Have a natural interest and experience in the arena of customer interests they will serve.

Enjoy creative problem solving using a variety of generalized and changing skills and knowledge.

Are action-oriented and experiential by nature, and tend to thrive in small, fast-changing environments.

Are looking for long-term employment, and want to be rewarded for the increasing relationships they build with ongoing customers over time.

Have excellent communications skills and work well with customers and teammates.

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