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1. Why shouldWhy shouldWhy shouldWhy should
FrontlinesFrontlinesFrontlinesFrontlines
be at warbe at warbe at warbe at war
in organizations?in organizations?in organizations?in organizations?
p a r t n e r sp a r t n e r sp a r t n e r sp a r t n e r s

2. they are the ones whothey are the ones whothey are the ones whothey are the ones who carecarecarecare for what is essentialfor what is essentialfor what is essentialfor what is essential
and were praised for beingand were praised for beingand were praised for beingand were praised for being essentialessentialessentialessential....

3. they do these little things thatthey do these little things thatthey do these little things thatthey do these little things that
keep the businesskeep the businesskeep the businesskeep the business up and runningup and runningup and runningup and running,,,,
day and night.day and night.day and night.day and night.

4. they often hold the keysthey often hold the keysthey often hold the keysthey often hold the keys
totototo customercustomercustomercustomer satisfactionsatisfactionsatisfactionsatisfaction andandandand businessbusinessbusinessbusiness success.success.success.success.

5. without them, there would bewithout them, there would bewithout them, there would bewithout them, there would be
nononono productionproductionproductionproduction, no, no, no, no servicesservicesservicesservices, no, no, no, no businessesbusinessesbusinessesbusinesses at all.at all.at all.at all.

6. so why are theyso why are theyso why are theyso why are they feelingfeelingfeelingfeeling excludedexcludedexcludedexcluded ????
april 2020, covid-19 crisis

7. why only 15% ofwhy only 15% ofwhy only 15% ofwhy only 15% of employeesemployeesemployeesemployees and just 35% ofand just 35% ofand just 35% ofand just 35% of
thethethethe workforceworkforceworkforceworkforce say they aresay they aresay they aresay they are engagedengagedengagedengaged**** ????
* that is “involved in, enthusiastic about, and committed to their work and workplace”
data: Worldwide and USA / Gallup, 2020

8. why wait for thewhy wait for thewhy wait for thewhy wait for the breaking pointbreaking pointbreaking pointbreaking point ????
*Amazon Co. workers during the Covid-19 crisis

9. what ifwhat ifwhat ifwhat if we started bywe started bywe started bywe started by listeninglisteninglisteninglistening totototo
what they have towhat they have towhat they have towhat they have to saysaysaysay? give them? give them? give them? give them a voicea voicea voicea voice....

10. recognize they are the ones whorecognize they are the ones whorecognize they are the ones whorecognize they are the ones who deliver valuedeliver valuedeliver valuedeliver value
to customersto customersto customersto customers, make the firm, make the firm, make the firm, make the firm customercustomercustomercustomer----centriccentriccentriccentric....
* key principle of Agile Management

11. look at them as thelook at them as thelook at them as thelook at them as the
collective intelligencecollective intelligencecollective intelligencecollective intelligence of the organizationof the organizationof the organizationof the organization
rather than just the executingrather than just the executingrather than just the executingrather than just the executing workforceworkforceworkforceworkforce????

12. what if we give them somewhat if we give them somewhat if we give them somewhat if we give them some autonomyautonomyautonomyautonomy andandandand
include them ininclude them ininclude them ininclude them in decisionsdecisionsdecisionsdecisions orororor reflectionsreflectionsreflectionsreflections????
* Democratizing the Workplace

13. reimaginereimaginereimaginereimagine andandandand cocococo----createcreatecreatecreate thethethethe
workplaceworkplaceworkplaceworkplace of the future,of the future,of the future,of the future,
together.together.together.together.

14. we believe organizations could bewe believe organizations could bewe believe organizations could bewe believe organizations could be
moremoremoremore inclusiveinclusiveinclusiveinclusive and moreand moreand moreand more participativeparticipativeparticipativeparticipative,,,,
up to theup to theup to theup to the frontlinesfrontlinesfrontlinesfrontlines....

15. we believe organizations could bewe believe organizations could bewe believe organizations could bewe believe organizations could be
lesslesslessless bureaucraticbureaucraticbureaucraticbureaucratic and moreand moreand moreand more democraticdemocraticdemocraticdemocratic,,,,
agileagileagileagile you said?you said?you said?you said?

16. we believe some changes can be easy towe believe some changes can be easy towe believe some changes can be easy towe believe some changes can be easy to
implement... let’simplement... let’simplement... let’simplement... let’s start smallstart smallstart smallstart small....

17. let’s work withlet’s work withlet’s work withlet’s work with leadersleadersleadersleaders who valuewho valuewho valuewho value peoplepeoplepeoplepeople
as much asas much asas much asas much as technologytechnologytechnologytechnology....

18. leaders who value theirleaders who value theirleaders who value theirleaders who value their frontlinesfrontlinesfrontlinesfrontlines and are readyand are readyand are readyand are ready
to let go ofto let go ofto let go ofto let go of toptoptoptop----downdowndowndown command & control.command & control.command & control.command & control.
Howard D. Schultz,
former CEO at Starbucks

19. leaders who valueleaders who valueleaders who valueleaders who value bottombottombottombottom----upupupup creativity andcreativity andcreativity andcreativity and
innovationinnovationinnovationinnovation and see theand see theand see theand see the purposepurposepurposepurpose of being atof being atof being atof being at
the same timethe same timethe same timethe same time customercustomercustomercustomer----centriccentriccentriccentric andandandand agileagileagileagile....
Satya Nadella,
CEO of the most valuable firm in the world.

20. changechangechangechange is probably here to stay.is probably here to stay.is probably here to stay.is probably here to stay.
sosososo how might wehow might wehow might wehow might we create the conditionscreate the conditionscreate the conditionscreate the conditions
to shape the futureto shape the futureto shape the futureto shape the future
all togetherall togetherall togetherall together
now?now?now?now?

21. explore & experimentexplore & experimentexplore & experimentexplore & experiment
innovationinnovationinnovationinnovation strategystrategystrategystrategy
designdesigndesigndesign
p a r t n e r sp a r t n e r sp a r t n e r sp a r t n e r s
organizationorganizationorganizationorganization
inspire & supportinspire & supportinspire & supportinspire & support
www.iwww.iwww.iwww.i----ssss----lab.comlab.comlab.comlab.com
organizational innovation partnersorganizational innovation partnersorganizational innovation partnersorganizational innovation partners