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    Judgment on the Front Line: How Smart Companies Win By Trusting Their People
    Judgment on the Front Line: How Smart Companies Win By Trusting Their People
    Judgment on the Front Line: How Smart Companies Win By Trusting Their People
    Audiobook10 hours

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

    Written by Chris DaRose and Noel Tichy

    Narrated by Erik Synnestvedt

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    About this audiobook

    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 care
    LanguageEnglish
    PublisherAscent Audio
    Release dateOct 11, 2012
    ISBN9781469085593
    Judgment on the Front Line: How Smart Companies Win By Trusting Their People

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