This HBR-AS report reviews approaches to frontline workforce empowerment and outlines steps an organization can take to best leverage their frontline teams to increase organizational performance.
Organizations across industries are under pressure to operate more quickly and with greater intelligence than ever before. Armed with new digital tools that enhance the capabilities of frontline workers, companies in the manufacturing, technology, financial services, energy, and health care sectors, among others, are extending their digital reach to the edges of their business and beyond.
The challenge now is to empower frontline workers in a way that creates both free agency for them and proper controls for the organization. What makes this possible is the ready availability of high quality information and insights at the point of contact with customers and operations, along with the digital tools and procedures to ensure compliance with company guidelines and industry regulations. But we’re still in early days.
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