1 Escaping Mediocrity
It was heartening how many executives reached out to me because they were interested in the idea of investing in frontline workers through higher pay or more stable schedules. But investing in workers alone was never my message and I soon realized that other aspects of the good jobs strategy—namely, that it is systemic, customer centric, and grounded in operational excellence—were not always understood as essential. (To emphasize the system aspect, I’ll often use the term “good jobs system” to refer to the good jobs strategy.)
For example, the chief human resources officer (CHRO) of a large retail chain contacted me shortly after his company had raised hourly pay for store employees. Disappointingly, the retailer was ...
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