2016 Leadership Management Process Improvement 
Harvard Business
AUGUST 30, 2018
One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. Systematically manage apprenticeship.
Harvard Business
AUGUST 2, 2018
.” With this in mind, over time, Joel changed his management style. “No longer was I focusing solely on what I could get done as a manager,” he says. This made me more people-focused than process-focused, but it allowed for process improvements in the best way possible, by enabling people to excel.”
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