What roles do frontline employees play in operations?

Frontline employees are critical to operations as they directly engage with customers, shaping their experiences and perceptions of the company. This personal interaction allows frontline staff to gather immediate feedback, address customer inquiries, and resolve issues on the spot, contributing to customer satisfaction and loyalty. Their role is essential because they serve as the face of the company, and their performance can significantly impact how the organization is viewed by the public.

In contrast, managing supplier relationships is typically a responsibility associated with procurement or supply chain management teams, not frontline employees. While administrative tasks are important, they tend to fall under the roles of office staff or management rather than frontline personnel. Quality inspections may also be part of operational roles, but they usually involve specialized employees trained for that purpose rather than those who primarily serve customers. Overall, the unique position of frontline employees makes their direct interactions with customers a key component of successful operations.