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1、释放一线管理人员的潜力（Releasethepotentialoflinemanagers）Aretailmanagerisresponsibleforanannualturnoverofover$80million,anairlinemanagermanagesannualpassengervolumeofover$160million,andabankmanagerhandlesmorethan7millioncustomerinquiriesannually.Theyarenotcorporateheadquartersexecutives,theyarebehindth
2、elineemployees,butveryimportantmanagers.Inalmosteverycompanythereisalineofmanagerswhoareparticularlyimportantinindustriesthathavedistributednetworks,offices,andstaff.Theseindustries-suchasinfrastructure,travelandlogistics,manufacturing,medicalandretailindustries,includingrestaurantsandretail
3、banks-accountformorethanhalfoftheglobaleconomy.Theirregionalorregionalmanagers,shopmanagers,fieldorfactorymanagers,andlinemanagersleadupto2/3ofstaff;andthepartoftheworktheyareresponsibleforusuallydeterminesthequalityofthecustomerexperience.Mostofthetime,however,thesemanagersarelikesomeofthes
4、mallestgearintheenterpriseoperatingsystem,andtheyhavelimitedflexibilityandlittleroomforinnovationwhenmakingdecisions.Inmostofthecompanieswehavemet,thejobofalinemanageristomanageonlyalimitednumberofdirectsubordinates,whousuallyactas"organizationalcoordination"rolesandconveyinformationfromtheu
5、pperlevelstotheiremployees.Suchmanagersstareatspecificmatters,carryoutplansandpolicies,reportoperationalresults,andreportpromptlyifproblemsorproblemsarise.Inotherwords,theirjobistoconveythedecision,ratherthanmakingdecisions,istoensurethatpoliciesareadheredto,ratherthantheuseofjudgmentordiscr
6、etion,andcertainlynotthepolicyistosupervisetheimplementationofimprovementmeasures,ratherthanwithideas,theyarenoteventheimplementationofimprovementmeasurestoimprovethemeasuresimplementedbytheworkers.Accordingtoourexperience,thisoperatingmechanismreducestheproductivity,flexibilityandprofitabil
7、ityofanenterprise.However,thesituationislikelytochange.Flexibilityandproductivityhaveproducedstrongfinancialreturnsincompaniesthathavesucceededindelegatingtofront-linemanagers.Inaconveniencestoreretailers,forexample,thecompanywillworkintimereducedb
