Friday Jul 02, 2021

Understanding the Frontline Workforce - Frontline Innovators - Episode # 4

On this episode of Frontline Innovators, Eric McKinney, Enterprise Infrastructure Director at G & J Pepsi-Cola Bottlers, joins host Justin Lake. Together they discuss how important it is to make frontline workers feel heard and to understand the issues they encounter from their perspective.

 

Eric McKinney shares his valuable experience as he stepped into the shoes of the frontline workforce to explore the problems they face with technology.

 

Takeaways 

 

  • Covid has transformed the way the world looks at work, but the frontline staff has been left out because they have direct touch with customers. As a result, frontline workers are unaware of the concept of working from home.
  • You gain a better feel of technology if you listen to the frontline workers, then take this information and report to the back office teams; example: accounting, about inventories and where items are and how you can accommodate them.
  • Engaging frontline workers so that they can contribute to the process rather than just be on the receiving end is a great way to show them that they are being heard.
  • You need to be a salesperson to understand your frontline workers, but don't do it because you work for the same firm. If you do, your change management strategy will face resistance.
  • There's also that fear that comes that the frontline workforce is going to be replaced or outsourced by some robot or technology. - Eric
  • There is a gap between when we plan these tech investments and innovation plans and how frontline employees feel about them.



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