Judgement On the Front Line

Why the Smartest Companies Trust their People to Make Real Decisions

» Chris DeRose

» Noel M. Tichy

Portfolio
Hardback : 03 Jan 2013

£18.99

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

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

Product details

Format : Hardback
ISBN: 9781591843887
Size : 135 x 216mm
Pages : 288
Published : 03 Jan 2013
Publisher : Portfolio

Judgement On the Front Line

Why the Smartest Companies Trust their People to Make Real Decisions

» Chris DeRose

» Noel M. Tichy

£18.99


Related email updates

To keep up-to-date, input your email address, and we will contact you on publication or when the author releases another book.

Please alert me via email when:

This book is released in paperback The author releases another book

Delivery

Shipped within 24hrs.
FREE UK Delivery*

Thank you for signing up.

You will hear from us shortly.
See more, hear more, read more at Penguin.co.uk