Roy's Blog

September 13, 2010

Who really should be on top of your organization?

Results are delivered by your Frontline.

Customer loyalty is controlled by your Frontline.

Dazzling customer moments are orchestrated by your Frontline.

First Impressions are delivered by your Frontline.

The imperfections in your business processes are masked by your Frontline.

Inverted org

Lasting Impressions depend on your Frontline.

Frontline job satisfaction depends on the Frontline leader NOT the CEO, NOT the Operations executive and NOT the EVP of Human Resources.

Therefore the Frontline Leader (FL) is of the utmost strategic importance to any organization and deserves a disproportionate priority by “upper management”.
Furthermore, FL 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 FL positions?

-  engage Frontline employees themselves in team targeted interviews for a FL?

-  actively engage Frontline people in selecting people for the FL position?

-  have an incredibly detailed recruitment process for FL roles?

-  recognize the FL as a top notch role that requires support from the rest of the organization?

-  fill FL positions with accomplished servers as opposed to technical experts?

-  honour a chosen FL with wide-spread internal communication?

-  include a FL assignment in the career path plan for high potential employees?

Successful organizations recognize the FL as their “guardians of strategy execution” and give them the critical attention they deserve.

Do you?


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  • Posted 9.13.10 at 01:00 pm by Roy Osing
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