Your task here is to read the article on Front Line Focused organizations and answer the following q

Your task here is to read the article on Front Line Focused organizations and answer the following question: Why do you think it is important for companies today to be focused on the front line customers in their business? Consider our current global economy, social media, and companies today becoming more focused on customer service as a way to improve their bottom line.

Front line focused article starts from page 17 on the pdf attached below

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• “The Nature of Managerial Work”, Chapter 2 (pages 23 – 47) of Gary Yukl, Leadership in Organizations, Eighth Edition, 2013, Pearson Education Inc.,
• “A Model of Managing”, Chapter 3 (pages 43 – 96) of Henry Mintzberg, Managing, 2009, Berrett-Koehler Publishers Inc., ISBN 978-1-57675-340-8
• Credibility Is the Foundation of Leadership”, Chapter 2 (pages 15 – 28) of James Kouzes and Barry Posner, The Truth About Leadership, 2010, Jossey-Bass, ISBN 978-0-470-63354-0
• John Kotter, “What Leaders Really Do”, Harvard Business Review, December 2001, reproduced at pages 5 – 15 in Joan Gallos (ed.) Business Leadership, 2008, John Wiley & Sons, ISBN 978-0-7879-8819-7
• “Clock Building, Not Time Telling”, Chapter 2 (pages 22 – 42) of Jim Collins and Jerry Porras, Built to Last, 1994, Harper Business, ISBN 0-06-051640-2 (pbk)
• John Kotter, “What Leaders Really Do”, Harvard Business Review, December 2001, reproduced at pages 5 – 15 in Joan Gallos (ed.) Business Leadership, 2008, John Wiley & Sons, ISBN 978-0-7879-8819-7
• “Strategy Is Choice”, Chapter 1 (pages 7 – 34) of A.G. Lafley and Roger Martin, Playing to Win: How Strategy Really Works, 2013, Harvard Business Review Press, ISBN 978-1-4221-8739-5
• “Building the Front Line-Focused Organization” Chapter 2 (pages 17 – 42) of Chris DeRose and Noel Tichy, Judgment on the Front Line, 2012, Portfolio (Penguin Group), ISBN 978-1-59184-388-7
• “Strategy Execution Is the Key” Chapter 1 (pages 3 – 36) of Lawrence Hrebiniak, Making Strategy Work, Second Edition, 2013, Pearson Education Inc., ISBN 10: 0-13-309257-7 or 13: 978-0-13-309257-8
• “What Is Leadership? The CEO’s Role in Large, Complex Organizations” Chapter 16 (pages 433 – 473) of Nitin Nohria and Rakesh Khurana (editors), Handbook of Leadership Theory and Practice, 2010, Harvard Business Press, ISBN 978-1-4221-3879-3
• “What Only the CEO Can Do” by A. G. Lafley, Harvard Business Review, May 2009 (pages 54 – 62)
• “Level 5 Leadership”, Chapter 2 (pages 17 – 40) of Jim Collins, Good to Great, 2001, HarperCollins, ISBN 0-06-662099-6
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