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]
Résumé
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.