Leadership Metrics Process Improvement Retail 
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. This playbook is the norm in most organizations.
Harvard Business
OCTOBER 23, 2017
Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects. And today some businesses such as retailers are using predictive analytics for hiring frontline staff. Developing these sorts of metrics will not be quick or easy.
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