Keyur B

Keyur B

December 27, 2022 10 minutes to read

Who are Frontline Workers? How to Empower them in Industry 4.0?

Who are Frontline Workers? How to Empower them in Industry 4.0?

Frontline workers seized the spotlight in 2020, and they’ll almost certainly be a topic of discussion regarding the workforce and employment rates. Afterall, they are the ones who have put their life in danger to keep the industry operations up and running. They are the ones who have sacrificed their lives more than anyone in order to give the general public necessities. But who are frontline workers? What are their roles & responsibilities? In this article, we will recognize and celebrate these heroes who have sacrificed so much to keep us all safe and healthy, despite their daily hardships and tremendous resiliency.

Who are Frontline Workers?: Let’s Understand our Heroes!  

One can assume Frontline Workers as employees who produce goods or render services, or who are in charge of working directly with customers or clients in Industry 4.0.

Frontline Workers are nothing but the employees who produce goods or render services, or who are in charge of working directly with customers or clients in Industry 4.0.

They are crucial to the success of a business or organization since they are frequently the initial point of contact for customers or clients. Frontline employees in Industry 4.0 include salespeople, production workers, field technicians, and customer service representatives. These employees might be responsible for the creation, delivery, or distribution of goods and services, and they might use connected worker technologies like remote visual assistance and digital work instructions to carry out their tasks. Frontline employees are frequently crucial to a company’s or organization’s seamless functioning and are crucial to its success in the digital age.

Frontline workers are not all vital workers. The differentiation depends on their interaction level with people and whether they are customers or beneficiaries of the service supplied. Frontline workers, for example, have a higher rate of face-to-face interactions than essential workers, who are only sometimes needed to work in public-facing professions.  

Some critical personnel can work from home, but frontline workers must typically report in person to accomplish their job duties. Both essential and frontline workers contribute to the economic success of the areas where they live and work.  

Here’s a list of frontline workers working in Industry 4.0:

  • Customer Service Representatives: Customer service frontline workers respond to questions, grievances, and feedback from customers, frequently by phone, email, or chat.
  • Sales Representatives: Sales Representatives are in charge of recommending products and services to clients, frequently in a retail environment.
  • Factory Workers: These individuals run equipment and carry out duties in a production setting.
  • Field Technicians: Field service workers do field repairs and upkeep on industrial or technical equipment.
  • Delivery Personnels: Drivers who deliver products and supplies to consumers or other destinations are known as delivery personnel.
  • Maintenance Personnels: These professionals carry out regular upkeep and repairs on machinery and infrastructure.
  • Retail Personnels: Employees that work in retail environments do duties include stocking shelves, helping customers, and managing sales transactions.
  • Hospitality Workers: These professionals carry out tasks such as providing customer service & support in the hospitality industry, including resorts, hotels, and restaurants.
  • Construction Workers: These individuals shoulder the responsibilities of construction of a building, pool, bridge, etc.

What are Some Roles & Responsibilities of Frontline Workers?

The industry 4.0 sector has seen a sea of changes, including severe disruptions in business continuity, operational visibility, remote work, employee safety, etc. Businesses throughout the supply chain have responded—and are constantly evolving as we all embrace the recovery process—and firms that include their frontline in that process benefit from increased growth and productivity. When the working world was divided into those who could work from home and those who couldn’t, the frontline changed beyond anyone’s expectations. 

Today, most industrial organizations still receive information from operators in an antiquated and non-automated manner. A field operator completes many documents (on paper or in Excel format), which he must then communicate to his boss, who must subsequently transmit the information to other managers. This information transfer is, in this scenario, a significant waste of time and a genuine source of errors, which affect the responsiveness in information feedback and the firm’s overall performance. 

Digitization of Frontline Workers: Approaching the 4.0 Panel 

The Frontline Worker (FLW) is a crucial relay, whether monitoring field activities or detecting potential bottlenecks. CEOs and IT departments (CIOs) must focus on meeting their accurate digital expectations to become full-fledged players in industrial digital transformation. 

Frontline Workers must adhere to the performance indicators to achieve them (advance/delay compared to the schedule, OEE, measurement and codification of stoppages, scrap, and so on), keep watchful, and report any problem as soon as possible. There are solutions for acquiring important information and mounting obstacles to accomplish this. 

The 4.0 panel, on the other hand, is a simple, ergonomic gadget designed with technologies like AR, AI in order to meet the needs of frontline personnel. Technologies like AR in industry 4.0 enables frontline employees to be proactive actors in their missions. This tool must become a company cornerstone. The console fulfils the unique demands of operators and integrates several alternatives with a broad functional scope connected to operators and manufacturing machines. 

What do Frontline Workers Need to Know as we Move Toward Industry 4.0?

Investing in digitalization goes hand in hand with the investment in frontline competencies. Organizations are developing new skills on the trading floor to maximize the value of current expertise and knowledge in conjunction with the opportunities provided by new technologies. The frontline staff must sustain production, make the digital shift, and use the new data stream. This entails advanced problem-solving abilities as well as the ability to manage risk. 

This new frontier is complicated by the uncertainty of a difficult-to-control global supply chain and increasingly demanding clients. As IoT enables unprecedented levels of industrial stability and productivity, the responsibilities of operators, maintenance personnel, and other frontline workers on the shop floor are shifting, and some positions are disappearing. The need to run machinery, make changes, and troubleshoot minor faults is dwindling. However, there are benefits for frontline workers who remain, such as a safer atmosphere with fewer monotonous, manual jobs. However, when problems arise in this new digital environment, the frontline faces complex concerns they may never have encountered. 

Fortunately, disruptive new technology is revolutionizing not only production but also training. Simulation training, which has been used to develop and retain essential skills for jet pilots, astronauts, and the military, is now widely available for developing a wide range of competencies, including soft skills such as problem-solving and risk management. Technology-enabled active learning is ideal for the shop floor since it can be done in digestible bits that don’t require much classroom time. Furthermore, the simulation learning-by-doing approach focuses on application rather than theory, engaging trainees’ attention instantly by presenting hands-on, interactive challenges. Simulations offer a training tool that works across cultures and learning types to quickly create confidence in applying new abilities on the job. 

Challenges Ahead of Frontline Workers  

The importance of improving frontline abilities is not a new concept: Lean approaches emphasize empowering shop floor operators to “stop the line” when alarms sound to guarantee that faults are addressed immediately. Automated variable control may remove this frontline control in today’s digital operations. The machine-generated warnings that operators must now monitor might easily overwhelm them. To re-engage operators, position them as problem solvers and include them in diagnosing the root cause and researching issues. Operators will develop better confidence in comprehending and responding to automatically generated alerts and data if they are directly involved in using the data provided by this automation by training them on troubleshooting and improving an issue. 

Frontline executives require training to adopt new technology. Investing in new technology, such as Industry 4.0, does not imply that you should rely on IT administration to keep systems running. Instead, you can benefit from the service provider’s frequent personnel training and continual guidance. 

When transitioning to new technologies, having team support is critical. Acceptance and adoption of the new model may take time and effort. You must establish clear expectations, describe the objective and advantages of this investment, and remain transparent with the team throughout the implementation process. 

How to Upskill the Frontline Workers? 

Employee upskilling may appear daunting, especially when combined with a company’s digital manufacturing projects. Fortunately, upskilling is similar to regular training in that it may be pretty straightforward with adequate preparation. Here are a few ideas to get you started: 

Conduct skill evaluations 

The first order of business is to assess workers’ digital competency. Manufacturers could use surveys to determine how much training each employee will require. These questionnaires can also be used to track progress and identify gaps that need to be filled throughout training programs.  

Digitize the learning process 

Organizations should think about developing apps that allow employees to readily access learning resources. They not only make the procedure more convenient, but they also encourage staff to use the technology. People can learn when it is convenient for them, at their own pace, and on their own terms. Employees can learn on the road without the constraints of traditional classroom settings. 

Develop data that is easily digested 

New technology might be intimidating for many employees. Learning them entails venturing into unfamiliar territory, which frequently comes with the added pressure of putting what they’ve learned into practice on the floor. If manufacturers deliver learning materials in bite-sized chunks, employees will be more eager to participate and adopt new working methods. 

Include a component of reward and appreciation 

Motivating employees to master new skills can sometimes be as simple as rewarding and recognizing their efforts. Organizations can experiment with gamifying the upskilling process by allowing workers to track their progress, check leader boards, and compete with other team members. This makes learning more enjoyable and encourages more engagement.  

Employees should be trained in all other critical abilities 

Manufacturers should pay attention to the other skills required for business success, no matter how crucial new technology training is. According to the World Economic Forum, soft skills such as creativity, critical thinking, problem-solving, and bargaining are vital to focus on when upskilling personnel. 

The Advantages of Frontline workers Upskilling 

Digitization through technologies like augmented reality have cleared the door for transformed routine work methods, collaboration and training. Companies that are prepared to keep up with current and emerging technologies will stay caught up. Employees must be upskilled and trained to perform new duties and operate linked gadgets. Frontline workers’ upskilling entails more than just teaching them how to use new equipment and gear. It also allows staff to focus on jobs that cannot be automated or digitalized. Upskilled individuals can thus be more productive and strategic in their professions. 

Employee morale can also be affected by training and upskilling. Companies that invest in their employees empower them and make them feel appreciated. West Monroe also discovered that 53% of employers believe employee-enablement technology improves employee experience. A better work experience can lead to greater engagement, which leads to stronger loyalty, fewer absences, better retention, and increased efficiency. Furthermore, it provides employees with new skills that immediately affect their professional growth and allow them to advance within the organization. 

Final words 

The further we interact, collaborate, and learn, the better. When more individuals collaborate, there are fewer impediments to getting things done. Workers can respond to change more effectively if they receive better training and are given more significant context. All of this empowers frontline personnel to make more informed decisions. So, what are you holding out for? Begin developing a more effective frontline workforce right away with Plutomen’s AR product suite.  



Frontline employees in Industry 4.0 have two main responsibilities: providing customers or clients with high-quality goods and services, and using technology to execute their tasks more effectively and efficiently. Various technologies, such as Augmented Reality, robotics, artificial intelligence, and the Internet of Things, may be used by frontline workers in Industry 4.0 to carry out their duties. They might also be in charge of using analytics and data to make better decisions and streamline procedures.

Frontline workers may face different challenges in Industry 4.0 like: Frontline employees may need to adapt to and learn new technologies as they become available due to technological development. This can be difficult, especially if staff aren't given enough assistance or training. Job displacement: Industry 4.0's use of automation and artificial intelligence may result in the abolition or replacement of some employment by technology. Frontline employees may experience stress and uncertainty as a result of this. Concerns concerning workplace safety can also be brought up by the usage of technology, such as the possibility of injuries or accidents. Skills gap: There may be a difference between the abilities of workers today and those required by Industry 4.0. Workers that need to upgrade their skills may find this challenging.

Frontline workers in industry 4.0 are health workers, construction workers, customer service representatives, field service workers, sales representatives, construction workers, delivery persons, etc.
Keyur B

Keyur B

CEO, Founder of Plutomen

With more than 12+ years of experience in the world of enterprises, technology, and metaverse, Keyur Bhalavat is leading Plutomen to gain meaningful partnerships & to have a strong clientele network. He is one of the board members of GESIA (Gujarat IT Association Ahmedabad).

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