ABSTRACT

Frontline supervisors are responsible for three key areas that ensure work in a company flows smoothly: production, quality, and cost. Their job is to produce a quality product, in time for delivery, and within the budgeted costs. (Note that production means any kind of output, not just manufactured products, that the company produces and sells to make a profit. If the company produces a service, that service is included in the definition of production.)

With the demands of just-in-time, zero inventory, quality, and low prices driving the hotly competitive marketplace, falling behind on production schedules can mean the difference between survival and failure. It is the supervisor’s daunting task to handle myriad small but vital details each minute of the working day to deliver on these “metrics.” Indeed, supervisors in all lines of work face an endless stream of challenges in managing staff and getting their jobs done. When things go wrong, it does not necessarily mean a supervisor is negligent or irresponsible. Sometimes important things simply fall between the cracks. Good supervisors, however, have the skills to apply all the tools available to them to counter or even anticipate problems.