Frontline Leadership: A Cycle of Engagement Manifesto

Frontline Leadership: A Cycle of Engagement Manifesto
Mark Graban

The contact point between your customers and your company is at the front door, at the front counter, on the frontline. And most of your frontline associates are very competent people who can do the work, but George Reavis warns that most companies fail to make the distinction between perfunctory performance and enthusiastic engagement. Here he offers tools for providing the right kind of motivating feedback to jumpstart a cycle of engagement between management, frontline employees and customers.


About the author:
Mark Graban is a Senior Lean Consultant with a firm that specializes in Lean and Six Sigma consulting for hospitals. Mark has studied and worked with lean principles for over twelve years in industries including automotive, personal computers, and industrial products. He has a BS in Industrial Engineering from Northwestern University and an MS in Mechanical Engineering and an MBA from MIT’s Leaders for Manufacturing Program. Mark is also the founder and contributing editor of the Lean Blog, which can be found online at www.leanblog.org.