Judgment on the Front Line
How Smart Companies Win By Trusting Their People
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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
Chris DeRose
Chris DeRose is the author of Founding Rivals: Madison vs. Monroe, the Bill of Rights, and the Election that Saved a Nation, named by The Washington Post as one of the Best Political Books of 2011. DeRose is an attorney and political strategist who, for the past fifteen years, has served in every capacity on campaigns up and down the ballot across five different states. Chris currently leads the Congressional efforts of Sheriff Paul Babeu, and has recently served Director of Election Day Operations for Bob McDonnell and the Virginia Republicans in their 2009 historic landslide victory, and as campaign manager for Congressman Sean Duffy.
More by Chris DeRose
Noel M. Tichy
Noel M. Tichy is a professor at the University of Michigan Business School, director of the school's Global Leadership Partnership, and former head of GE's Crotonville Leadership Development Center. He is the author of the best seller Control Your Destiny or Someone Else Will (with Stratford Sherman).
More by Noel M. Tichy
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