Summary |
In this eye-opening book, researcher Jody Heymann shatters this myth- and provides convincing evidence that investing in frontline employees has a powerful and positive impact on corporate profitability. Far from being “expendable,” “low-skilled” employees such as call center operators, factory workers, cashiers, and repair personnel strongly influence product quality, customer satisfaction, and companies’ reputations.
Based on more than a dozen years of research into the working conditions of thousands of employees on six continents, Profit at the Bottom of the Ladder shows how companies from around the globe have excelled financially by offering their least-skilled employees higher wages, flexible scheduling and leave time, better health-care benefits, profit sharing, training, career advancement opportunities.
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