Medewerkers die rechtstreeks in contact komen met klanten/cliënten enz.

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typische HRM term

English term (edited): front-line worker

"I met that afternoon with union leaders and front line workers from the same company."

Ik had die middag een bijeenkomst met vakbondsleiders en medewerkers op de vloer van/bij/binnen hetzelfde bedrijf.

"Then they appointed all leaders, from the senior team to frontline supervisors, to teach XX skills."

Toen hebben ze alle leiders van het meest ervaren team (of zo) aangesteld als begeleiders van de medewerkers op de vloer om hen XX vaardigheden bij te brengen.

Ik ben tot deze conclusie gekomen door wat op het internet te neuzen. Hier heb je wat voorbeelden:

Don't work for ISO 9000; make ISO 9000 work for you to improve your company's productivity and quality.
Your Front Line Workers can be management's "eyes and ears" as they discover ways to reduce costs and increase productivity.
Use this book to teach front-line production and service workers the principles of ISO 9000 and QS-9000
Suitable for in-house training, high schools, vocational schools, community college levels
The book focuses on aspects of the standard that workers can use to improve the system in which they work

Beyond Compliance: Taking ISO 9000 to the Next Step
This book takes ISO 9000 to the next step. "Once you have turned your company's managers into ISOholics, pumping up hourly associates becomes the next challenge. … Don't just tell employees about ISO 9000, empower them" (Suzik, 1998). Dana Corporation's Automotive Components Group is already doing this. "It's my dream to have EVERYONE ON THE [SHOP] FLOOR thinking like a manufacturing engineer. … The ISO standards are tools that enable workers to implement good ideas in a consistent fashion" (Greene, 1998).
Front-line production and service workers are closest to the job and often understand it better than anyone else. An engineer, for example, can use a computer-assisted drafting (CAD) system to design a product that works very well on paper. A machine tool, however, not a CAD system, has to make the product. An experienced machine tool operator might know the design is not manufacturable in a real factory. Hands-on experience positions the front-line worker to identify quality exposures and even opportunities to improve quality.

http://www.ganesha.org/iso9000/

It used to be that an employee worked for a company their whole career, retired, was given the gold watch at a retirement dinner and that was that. Often the employee had toiled away ? either at the factory floor or at a desk job seemingly never noticed. For sure it was most likely the first time that those in upper management ever spoke to the now retiring employee directly. Previously now that was done via middle management whose role was the communication of information - from the top down and then up again to confirm and sometimes if not seldom negotiate terms.

Now it?s different in a number of respects. First of all much of the decision making and actual authority is delegated to the people at the front line ? that is the people in the know who actually are ?interfacing? with the customers and clients directly. It used to be that any trends changed very slowly in the marketplace. Management had lots of time to gather data, create a strategy and work towards implementation and follow up. Not now changes are done in a flash across the world. Not only that but another set of preferences and rules may be introduced again, even before the first one has jelled. It?s the workers on the front lines who are often given the authority now to directly deal with situations.

etc.

http://www.thefreelibrary.com/The Future for Workers on the ...

What is the definition of "frontline worker”?

Frontline workers are those that actually use the safety devices and could be staff nurses or charge nurses, for example, not management staff that do not use these devices.

http://www.premierinc.com/safety/topics/needlestick/osha_faq...