The Front Line Factor
The Power of Values-Driven, Informed and Passionate People (VIP2) On the Front Lines of Your Organization.
This book is available for download with iBooks on your Mac or iOS device. Multi-touch books can be read with iBooks on your Mac or iOS device. Books with interactive features may work best on an iOS device. iBooks on your Mac requires OS X 10.9 or later.
We can all tell stories about having been frustrated or thrilled by the actions of a front line employee in the course of our day to day lives. It might have happened at a restaurant, a store, in an office, at a hospital or any type of organization. Unfortunately, odds are that the frustration occurs much more often than being thrilled. So, as consumers, we can clearly understand the power of front line people...but are we ensuring that the front line people in OUR organizations are the best they can be, are being invested in, and are clearly set up for success? If the entire organization, including the front line people, is comprised of Values-driven, Informed and Passionate people (VIP2)…then success will follow. The front line people are often overlooked and under-appreciated, to the detriment of the organization as a whole, the customers of that organization, and the front line people themselves. The encouraging aspect of this problem is that the solution is completely in the hands of the leadership of the organization. It requires a dedication to higher standards in the hiring and selection of team members, monitoring and measuring values behaviors, developing training that educates people on both the “hard” and “soft” skills required to succeed, and proactively igniting passion in the front lines of the organization and upward. This is the focus of "The Front Line Factor"...to illustrate the power of a team of Values-driven, Informed and Passionate People, and what it takes to implement a VIP2 work environment in your organization.
Powerful message for all organizations
This book's premise is simple, but the message is powerful because it can impact any type of organization (big or small). The author has "lived" this type of work environment, and his many personal stories bring it to life. As consumers we understand the power of front line people, but fail to recognize it in our own organizations. I'm surely one of those people who has ignored this in my own organization, but won't anymore. Great, quick read...and got me thinking in ways I hadn't before...that's all good!