It's time to reinvent management. You can help.

MIX TV

Greg Sutherland: Pushing power to the edges
Duration 
5:18

When rules dictate the course of every customer interaction, they limit an employee's ability to react in context, to preserve or develop a customer relationship. MIX Maverick Greg Sutherland, the executive general manager of strategy and innovation at National Australia Bank, describes how NAB is pushing power to the edges by developing a culture where frontline staff are empowered to do the right thing.

You need to register in order to submit a comment.