Detail Judgment on the front line: how smart companies win by trusting their people Bibliografi Author: DeRose, Chris ; Tichy, Noel M. Topik: Customer relations; Management-Employee participation; Organizational behavior; Corporate culture Bahasa: (EN )    ISBN: 978-159184-388-7     Penerbit: Portfolio / Penguin     Tempat Terbit: New York    Tahun Terbit: 2012     Jenis: Books Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: 658.314 DER j Non-tandon: 1 (dapat dipinjam: 1) Tandon: tidak ada    Reserve Lihat Detail Induk Abstract 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 Kajian editorial “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 Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

Copyright © 2006, 2007 Unika Atma Jaya, all rights reserved