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Judgment on the Front Line: How Smart Companies Win by Trusting Their People

Chris DeRose

Front-line employees can be the greatest asset--here's how to tap their rich vein of insight and leadership. Management experts DeRose and Tichy explain that most organizations don't know how to evaluate the risk of giving employees more autonomy.

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Book Information

Publisher: Portfolio
Publish Date: 10/10/2012
Pages: 288
ISBN-13: 9781591843887
ISBN-10: 159184388X
Language: English

What We're Saying

December 11, 2012

Over the course of this week, we will be posting the shortlist selections for our 8 business book categories: General Business, Leadership, Management, Innovation/Creativity, Small Business/Entrepreneurship, Marketing/Sales, Personal Development, Finance. Then on Monday, December 17th, we'll announce the category winners, and, on Wednesday, December 19th, we'll celebrate the overall winner of the 2012 800-CEO-READ Business Book Awards! Stay tuned. READ FULL DESCRIPTION

Full Description

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

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