September 13, 2010

The Customerized Organization Structure: Who’s Really on Top

Results are delivered by your Frontline. PERIOD.
Customer loyalty is controlled by your Frontline. PERIOD.
Dazzling Customer Moments are orchestrated by your Frontline. PERIOD.
First Impressions are delivered by your Frontline. PERIOD.
The imperfections of your business processes are masked by your Frontline. PERIOD.
Lasting Impressions depend on your Frontline. PERIOD.
Frontline job satisfaction depends on the Frontline Leader NOT the CEO, NOT the Operations Executive and NOT the EVP of Human Resources. PERIOD.

Therefore the Frontline Leader (FLL) is of the utmost strategic importance to any organization and deserves a disproportionate priority by “upper management”. Furthermore, FLL positions should demand a careful and rigorous recruitment process that ensures THE most skilled and competent people are awarded custodianship of the Frontline.

Does your organization:
>> have “insanely tough” credentials for FLL positions?
>> engage Frontline employees themselves in team targeted interviews for a FLL?
>> do Frontline people actually influence the selection decision of a FLL?
>> have an incredibly detailed recruitment process for FLL roles?
>> recognize the FLL as a Top Notch role that requires support from the rest of the organization?
>> fill FLL positions with accomplished Servers as opposed to technical experts?
>> honor a chosen FLL with wide-spread internal communication?
>> include a FLL assignment in the career path plan for high potential employees?

BE DiFFERENT organizations recognize the FLL as their Guardians of Strategy Execution and give them the critical attention they deserve.

Do you?

Cheers, Roy
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Posted 9.13.10 at 08:00 am by Roy Osing | Read Comments (0) | Leave a Comment