It has been talked about in the McKinsey Quarterly, in the Harvard Business Review, and in Forbes magazine to name a few. There is much discussion on how to bring out the best in frontline managers. There has even been statements that CEO’s are disappointed in frontline management.
Since there is disappointed then this is the place to have attention drawn. When there is any problem we must go to the source to solve the problem. Now before anyone wants to “beat up” the frontline managers that is not what is going to solve it.
First it needs to be defined what is wanted at this management level. They are the ones that can be the highest cost, why? Because they affect the frontline employees directly which in turn affects the customer directly. These managers need support, training, and be able to make decisions on a daily basis without looking over their shoulders. They must support and care about the frontline employees. It is their job to get the obstacles out of the way so great jobs can be done.
Often however they don’t seem to get a lot of training.
Frontline managers are key to any organization and to the employees they serve. They need some attention.