The Corporate Lab® Case Studies
Giving frontline employees a voice in change
By Brian Klapper
Your strategy may be brilliant, but without the involvement, support, and creativity of your frontline workers, it’s likely to go nowhere fast.
The case of the missing french fries
Forcing organizational change from on high rarely works. Corporate transformations work best when leaders identify the relevant issues but then let their frontline workers find the answers.
Launch your employees on an Idea Quest
Good things happen when companies view employees as active advocates and participants of change programs—and not merely as the target of changes delivered from “on high.”
Transforming customer service in a call center
By changing the mind-sets of its frontline staff, a Fortune 100 company was able to liberate itself from the shackles of information technology.
Getting past “we’ve always done it that way”
A frontline team helped a 100-year-old furniture manufacturer overcome its quality issues—and an ingrained aversion to change.
The virtue of challenging conventional wisdom
The first step on the path to organizational change may be as simple as asking, “Why do we do it that way?”