6 Ways to Attain Operational Excellence from Frontline Staff

By Intelocate on March 2, 2023

As a multi-location retail business, achieving operational excellence is vital for your success. One of the best ways to attain this is through your frontline staff. These are the employees who are on the ground, interacting with customers, and dealing with day-to-day tasks. Their insights and feedback are invaluable when it comes to improving processes, increasing efficiency, and enhancing customer experience. In this article, we will discuss six examples of how you can attain operational excellence from your frontline staff.


Transparency is crucial for building trust between management and frontline staff. When employees feel that they are being kept in the dark about company decisions and processes, it can lead to a lack of engagement and motivation. According to a survey by Quantum Workplace, organizations with transparent leadership are 30% more likely to have engaged employees.

To attain transparency, make sure that you are open and honest with your frontline staff about company goals, performance metrics, and expectations. Share relevant data and information with them so that they have a clear understanding of how their work impacts the business. You can also use tools such as internal blogs, newsletters, and town hall meetings to keep your employees in the loop.

Setting Attainable Goals and Expectations

Clear goals and expectations help employees understand what is expected of them and what they need to achieve. According to a study by Gallup, only 50% of employees strongly agree that they know what is expected of them at work.

To attain this, make sure that you set specific, measurable, attainable, relevant, and time-bound (SMART) goals for your frontline staff. This will help them understand their priorities and give them a clear roadmap for achieving success. It’s also essential to provide regular feedback and coaching to ensure that they are on track.


Effective communication is critical for achieving operational excellence. When employees can communicate freely with their managers and colleagues, it leads to better problem-solving and decision-making. According to a study by HR.com, 81% of employees believe that effective communication improves their job satisfaction.

To attain effective communication, encourage an open-door policy where employees feel comfortable sharing their ideas, concerns, and feedback. Provide regular opportunities for feedback and communication, such as one-on-one meetings, team meetings, and online forums. Encourage active listening and respond to employee feedback promptly.

Encouraging Feedback

Encouraging feedback is an essential aspect of attaining operational excellence. When employees feel that their opinions are valued, they are more likely to take ownership of their work and strive for improvement. According to a study by Qualtrics, companies with a strong culture of feedback are 4.6 times more likely to have engaged employees.

To attain this, create a culture of feedback where employees are encouraged to provide suggestions and ideas. Provide a platform where employees can submit feedback anonymously if they prefer. Ensure that feedback is acted upon, and employees are kept in the loop on any changes that are made based on their input.

Creating a Sense of Community

Creating a sense of community is essential for building a positive workplace culture. When employees feel that they are part of a supportive and inclusive team, they are more likely to be engaged and motivated. According to a study by LinkedIn, employees who feel a sense of belonging are 3.5 times more likely to be productive.

To attain this, create opportunities for employees to connect with one another outside of work tasks. This can include social events, team-building exercises, and volunteer opportunities. Celebrate team achievements and recognize individual contributions to the team.

Empowering Employees

Empowering employees is critical for achieving operational excellence. When employees are given the autonomy to make decisions and take ownership of their work, it leads to increased job satisfaction and better performance. According to a study by Harvard Business Review, organizations that empower their employees have 50% higher total shareholder return than those that don’t.

To attain this, provide employees with the tools and resources they need to make informed decisions. Allow them to take ownership of their work and give them the freedom to experiment and try new things. Provide opportunities for learning and development so that they can continue to grow and develop their skills.

Benefits of Operational Excellence from Frontline Staff

There are many benefits to achieving operational excellence from your frontline staff. Here are just a few:

  1. Increased productivity: When employees understand their priorities and are given the autonomy to make decisions, they are more productive.
  2. Improved customer experience: Frontline staff are often the first point of contact for customers. When they are engaged and motivated, they are more likely to provide a positive customer experience.
  3. Better problem-solving: When employees are empowered to make decisions and communicate effectively with one another, they can work together to solve problems more effectively.
  4. Enhanced employee engagement: When employees feel valued and are part of a supportive community, they are more engaged and motivated to achieve success.
  5. Improved bottom line: Operational excellence leads to increased efficiency, improved customer experience, and better problem-solving. All of these can lead to an improved bottom line for your business.

Achieving operational excellence from your frontline staff is essential for the success of your multi-location retail business. By promoting transparency, setting attainable goals and expectations, encouraging feedback, creating a sense of community, and empowering employees, you can improve productivity, enhance customer experience, and improve your bottom line. Make sure that you provide regular opportunities for feedback and communication so that you can continue to improve and grow as a business. Remember, your frontline staff are an invaluable resource, and their insights and feedback can help you achieve operational excellence.

See how Intelocate helps businesses like MyWireless, Mercury Security & Facilities Management, and Connectivity Source achieve operational excellence from their frontline staff – connect with our team to schedule a demo today!

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