Notes from Firing up the front line

Jon R. Katzenbach and Jason A. Santamaria, in Harvard Business Review For many organizations, achieving competitive advantage means eliciting superior performance from employees on the front line. McKinsey & Company and the Conference Board studied five distinct managerial paths that result in committed, high-performing frontline workers. The approach discussed in this article, the “Mission, Values,……

The Solution – from Covey, The 8th Habit

An organization’s success at the consistent delivery of outstanding service is merely the cumulative result of the contribution of each of its members. Outstanding service is just the consequence of each individual’s choice to be great at service. That’s our decision, as individual providers, to make. It’s our responsibility. And it’s our gain. Notes from……