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Judgment on the Front Line: How Smart Companies Win By Trusting Their People Hardcover – October 11, 2012


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Judgment on the Front Line: How Smart Companies Win By Trusting Their People + Judgment: How Winning Leaders Make Great Calls
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Product Details

  • Hardcover: 288 pages
  • Publisher: Portfolio Hardcover (October 11, 2012)
  • Language: English
  • ISBN-10: 159184388X
  • ISBN-13: 978-1591843887
  • Product Dimensions: 1 x 6.3 x 9.5 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
  • Amazon Best Sellers Rank: #545,561 in Books (See Top 100 in Books)

Editorial Reviews

Review

“A useful and intelligent guide for elevating the performance of any organization”
–Jim McNerney, chairman, president, and CEO, The Boeing Company
 
“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
 
“DeRose and Tichy offer a practical, no-nonsense prescription for building an organization in which each person’s voice can be heard and everyone’s ideas can make a difference.”
–Doug Oberhelman, chairman and CEO, Caterpillar Inc.
 
“This well-informed and timely book unlocks the secrets of employee empowerment with compelling examples as important insights,”
–Rosabeth Moss Kanter, Harvard Business School professor; director of the Harvard Advanced Leadership Initiative; author of Confidence and SuperCorp
 
“At last! Unique insight into every company’s undervalued competitive advantage, the front line – where success actually happens or doesn’t – from the authors who’ve been there. Managers everywhere must pay attention to this book.”
–Geoff Colvin, Fortune columnist; author of Talent Is Overrated

“An essential volume.”
–Andrew N. Liveris, chairman and CEO, The Dow Chemical Company
 
“Read Judgment on the Front Line and tap in to a brain trust that has been right under your nose!”
–Ken Blanchard, coauthor of The One Minute Manager and Leading at a Higher Level
 
“Tichy and DeRose have put their finger on the issue that all executive know determine success… you are only as good as the customer thinks you are.”
–Ray Lane, managing partner, Kleiner Perkins Caufield Byers, executive chairman, Hewlett-Packard
 
“A must read and more important, a must act volume of insight and wisdom!”
–Leonard A. Schlesinger, president, Babson College; former vice chairman and COO, Limited Brands
 
“A comprehensive and easy-to-understand model to attain great outcomes.”
–J. Randall MacDonald, senior vice president, Human Resources, IBM
 
“Judgment on the Front Line takes the notion of empowerment from motherhood to a practical imperative for success.”
–Don Tapscott, CEO, The Tapscott Group, author, most recently, of Macrowikinomics

 

About the Author

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.

 


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Most Helpful Customer Reviews

Format: Hardcover
The implications of the title of this book are much more complicated than they may at first seem. Frontliners in any organization are entrusted with some of its most important responsibilities but seldom empowered with the [begin italics] authority [end italics] to exercise judgment. Frontliners can determine the success or failure of an organization's customer relations. With rare exception, the health of those relations determines whether or not an organization will survive, much less thrive. The Ritz-Carlton Company offers a highly informative case in point: All of its more than 25,000 employees (including members of the custodial crew and serving staff as well as bellhops and valet parkers) are authorized to resolve a guest complaint or concern to a limit of $2,500 before involving a supervisor. Chris DeRose and Noel Tichy thoroughly discuss Ritz-Carlton's policies and procedures in Chapter 2 (Pages 17-42). To those in need of additional information, I highly recommend Joseph Michelli's The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company.

Those who have read Judgment: How Winning Leaders Make Great Calls, a book Tichy co-authored with Warren Bennis, that was published by Portfolio/Penguin, already know that he has an insatiable curiosity about the relationship between great leadership and the decision-making process. Moreover, he insists that all organizations (whatever their size and nature may be) need great leadership at all levels and in all areas, and that is especially true of frontliners, those who interact directly and frequently with "the world out there," one shared with customers, of course, but also competitors, strategic allies, and others within what has now become a global chain.
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By SK on January 22, 2013
Format: Hardcover
In this book, Tichy and DeRose offer a prescriptive methodology for enabling/empowering front line employees to have a more productive role impacting both the direction and results of their company. They use relevant examples to demonstrate their ideas and concepts making them easily relatable to the reader. A good professional read
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By DP on January 20, 2013
Format: Hardcover
Judgment on the Front Line is a quick and beneficial read...if you're a business professional, you should check it out! THe book outlines a practical framework for organizations and managers to follow which will (1) enhance org. capability, and (2) increase employee satisfaction & value add. Pay close attention to Chapter 4 (teaching people to think), most managers do not know how to do this and could benefit personally by understanding how to approach this area. Additionally, check out the application handbook at the back of the book, I found this to be very helpful!
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Format: Hardcover Verified Purchase
Chris DeRose and Noel Tichy demonstrate a fact-base approach to the importance of front line leadership for any organization. Breaking through the historical hierarchical mindset of white collar senior executives believing they know more about the customer and needs of the customer than those who engage everyday with the customer on the front line is the main focus of this book and proving this mind and culture shift can become a major step for organizational success. The frameworks and case studies in this book are 'telling' on how front line leaders can make a difference in building customer relationship and trust which ultimately leads to employee innovation and improved bottom line success.
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0 of 1 people found the following review helpful By bajoraa on January 23, 2013
Format: Hardcover
This is an enjoyable read that provides fascinating insights into developing an innovation and problem-solving culture within a company by empowering front line personnel.
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