PublishedMirabel Publishing, January 2018 |
ISBN9781925716320 |
FormatSoftcover, 292 pages |
Every organisation, whether in the public or the private sector, is geared to the
operational philosophy of purpose, policy, planning, presentation and performance
review, and is structured accordingly. The delivery process or service, by which the
whole is judged, is the defining step and this is usually in the hands of the frontline
leader, often the most externally and internally visible representative of the provider.
In larger organisations the personality of the frontline leader may not emerge, but
elsewhere, particularly in smaller organisations, the frontline leader personifies the
business and reflects its effectiveness and its image.
Thus it is essential that the selection and training of the frontline leader be handled
with care. The reputation and image, if you like the `brand', of the organisation is an
extremely valuable asset requiring a great deal of investment to create. It is this very
image and reputation which is largely determined by the competence and performance
of the frontline.
