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Tools for Frontline Decision Making

I read a great article recently about the impact of decisions made by customer facing associates.  It emphasizes the importance of execution and impact on the business if these associates do not have a framework to build their decision making process.  The author challenges readers to think about the "microdecisions" our organizations have addressed and what kind of improvement processes are in place.

 Associates that interface with your clients need to have the proper tools in place to provide customer intelligence for decision making.  Using the right technology to deliver this intelligence in an integral part of a customer focused organization.  No matter what type of information your associates need for effective decision making, a well-thought set of tools will enable the process.

 http://blogs.harvardbusiness.org/davenport/2009/03/microdecisions_for_macro_impac.html

Mike Schwarz
Team Leader – Information Solutions

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