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Diriger, c’est s’en tenir avec force à ses convictions, c’est l’habilité à supporter les coups durs, c’est l’énergie pour promouvoir une idée.Benazir Bhutto

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Firing Up the Front Line

Encourage the engagement and judgment of front-line employees.

Auteur(s) : Jon R. Katzenbach, Jason A. Santamaria

Éditeur : Harvard Business Review

Date de parution : 1999

Read this article on the publisher's website [Harvard Business Review]


How can you liberate the “intelligent” execution capacity of front-line employees? This article identifies a few key employee engagement drivers based on a thorough study of practices of the U.S. Marines, as well as of organizations like Marriott International and Southwest Airlines. In particular, the article underlines the importance of values as guides for action and of training as a liberator of talent. A dense article with illustrative examples.


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