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

Overview

Front-line employees can be your greatest asset-here's how to tap their rich vein of insight and leadership.

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, ...

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

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Overview

Front-line employees can be your greatest asset-here's how to tap their rich vein of insight and leadership.

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 car
Judgment on the Front Line was the Winner in the Business: Management & Leadership category for the 2013 International Book Awards. The book also won a Silver medal in the Axiom Business Book Award contest.
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What People Are Saying

From the Publisher
“A useful and intelligent guide for elevating the performance of any organization”
–Jim McNerney, chairman, president, and CEO, The Boeing Company
 
“This book demonstrates how companies have prospered by empowering their frontline staff to address customers with the degree of passion and commitment you would otherwise only expect from those who owned the company.”
–Ratan Tata, chairman, Tata Group
 
“DeRose and Tichy offer a practical, no-nonsense prescription for building an organization in which each person’s voice can be heard and everyone’s ideas can make a difference.”
–Doug Oberhelman, chairman and CEO, Caterpillar Inc.
 
“This well-informed and timely book unlocks the secrets of employee empowerment with compelling examples as important insights,”
–Rosabeth Moss Kanter, Harvard Business School professor; director of the Harvard Advanced Leadership Initiative; author of Confidence and SuperCorp
 
“At last! Unique insight into every company’s undervalued competitive advantage, the front line – where success actually happens or doesn’t – from the authors who’ve been there. Managers everywhere must pay attention to this book.”
–Geoff Colvin, Fortune columnist; author of Talent Is Overrated

“An essential volume.”
–Andrew N. Liveris, chairman and CEO, The Dow Chemical Company
 
“Read Judgment on the Front Line and tap in to a brain trust that has been right under your nose!”
–Ken Blanchard, coauthor of The One Minute Manager and Leading at a Higher Level
 
“Tichy and DeRose have put their finger on the issue that all executive know determine success… you are only as good as the customer thinks you are.”
–Ray Lane, managing partner, Kleiner Perkins Caufield Byers, executive chairman, Hewlett-Packard
 
“A must read and more important, a must act volume of insight and wisdom!”
–Leonard A. Schlesinger, president, Babson College; former vice chairman and COO, Limited Brands
 
“A comprehensive and easy-to-understand model to attain great outcomes.”
–J. Randall MacDonald, senior vice president, Human Resources, IBM
 
“Judgment on the Front Line takes the notion of empowerment from motherhood to a practical imperative for success.”
–Don Tapscott, CEO, The Tapscott Group, author, most recently, of Macrowikinomics

 

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Product Details

  • ISBN-13: 9781591843887
  • Publisher: Penguin Group (USA) Incorporated
  • Publication date: 10/11/2012
  • Pages: 288
  • Sales rank: 987,320
  • Product dimensions: 9.00 (w) x 6.20 (h) x 1.10 (d)

Meet the Author

Noel M. Tichy is the author of Judgment, Control Your Destiny or Someone Else Will and many other business bestsellers. He is a professor at the Ross School of Business at the University of Michigan and advises CEOs around the world.

Chris DeRose has consulted and taught around the world with companies such as Royal Dutch/Shell, Ford Motor Company, Agilent, 3M and HP.

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Table of Contents

Preface xi

1 The Frontline Innovation Factory 1

2 Building the Front Line-Focused Organization 17

3 Starting at the Top 43

4 Teaching People to Think 64

5 Experiment to Innovate on the Front Line 86

6 Breaking Down the Hierarchy 107

7 Investing in Frontline Capability 129

8 A Never-Ending Process 146

9 Corporate Citizenship on the Front Line 166

Conclusion 183

Handbook for Judgment on the Front Line 187

Acknowledgments 256

Notes 257

Index 269

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