Judgement On the Front Line: Why the Smartest Companies Trust their People to Make Real Decisions - Couverture rigide

Tichy, Christopher DeRose And Noel

Couverture rigide

ISBN 10 : 159184388X ISBN 13 : 9781591843887

Editeur : Portfolio Penguin, 2013

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

A propos du livre

À propos de l?auteur

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.

 

Détails de l'édition

• Éditeur: Portfolio Penguin
• Date d'édition: 2013
• Langue: anglais
• ISBN 10: 159184388X
• ISBN 13: 9781591843887
• Reliure: Relié
• Nombre de pages: 256
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible