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This brief paper is directed toward managers frustrated by the fact that their customer-facing people are constantly referring problems back up the line and/or customer complaints are on the rise, reported or unreported. The evidence is clear that most people on the front line want to participate. Trouble is, very few businesses provide their front line a system that encourages participation. For instance, one large organisation one worked for presented operational managers with the prior month's profit and loss results as the sole means of improving performance. When operational managers are more concerned with fulfilling back orders or escalating rates of absenteeism, a profit and loss report is way off the mark.
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