Operations Update:
Frontline Improvements
42
I
f your email chimes and you think to yourself, “Not another
complaint,” you might be in operations. It may be an
exaggeration to think that all our members do is complain,
but every operations person knows the feeling that comes
from that chime. You put together the team, you trained them
to the best of your ability and then the results come in. Perhaps
this month your business metrics were a success, or maybe you
missed the mark. Either way the numbers have told a story.
Your frontline people either passed or failed. It is completely
normal to feel this way. You put your heart
and soul into building this business. You
build an operations team that understands
that to grow means to succeed. You know
that your time, your effort and your
money all demand that the staff around
you should have the same goals. However,
in practice, the frontline staff does not
always share your goals and desires.
by Brian Cassagio