The Case for Good Jobs: How Great Companies Bring Dignity, Pay, and Meaning to Everyone’s WorkInvesting in workers is good for them and for business, according to this impassioned outing by Ton , a professor at the MIT Sloan School of Management. She contends that prioritizing customer-facing workers boosts profits because it reduces turnover while increasing productivity and customer satisfaction.
To that end, she outlines the five tenets of her “good jobs system”: invest in workers , simplify workflow, give employees a voice in how to best serve customers, train employees to perform “both customer-facing and non–customer-facing tasks” , and staff “more hours of labor than the expected workload so that employees can do their jobs without rushing.