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An individual without
information cannot take responsibility; an individual who is given information
cannot help but take responsibility. Jan Carlzon, CEO, Scandinavian Airlines At sixteen, I got my first "real" summer job.
Was I ever hot stuff! Hired as a waitress for a hotel resort, the job
required me to live 150 miles away from my parents in a dorm at the facility
located in the White Mountains of New Hampshire. We were required to work seven
days a week and serve three meals a day. In addition to our normal service
duties, we were required to keep the dinning room vacuumed, dusted, wash the
large service plates by hand and keep the sterling sparking. We were given
two days of intense training before we were let loose on the guests. The
Maitre d' and his wife ruled us with an iron fist in the front of the house. The
chef, who never smiled, was the unforgiving king of the kitchen. Before each meal, the Maitre d' surveyed our stations.
The slightest imperfection could lead to a tongue lashing in front of our peers.
If we made decisions regarding guest requests, we were scolded for not
consulting them or the chef. If we seemed to be taking too long between
courses, we were hunted down and asked to justify our slowness. We were
required to wash and press our own uniforms. If they were not spotless and
pressed according to their standards we were required to change immediately. The chef watched us closely as we prepared dinner plates.
He demanded perfection in the presentation and yelled at us when we failed to
fulfill his expectations and demands. I learned a lot that summer about
working, personal freedom and accountability. It wasn't until much later in life
however, that I realized what I had really learned that summer was how NOT to
supervise or treat staff. Additionally, I realized just how important
empowerment was. We see it everywhere, front-line staff that is not allowed
to make decisions or be involved in the decision-making process. Yet these
are the individuals who have the greatest interaction and impact on our
customers. There are numerous reasons why organizations have failed to
create an empowered work environment. Some of them include:
Empowerment is a more productive way to run an
organization. Employees who are empowered benefit the
organization, the customer and themselves. People come to work excited and
motivated to complete the tasks at hand within an empowered organization.
Your organization may want to consider the process of creating an empowered
staff. Although the process of changing to an empowered organization will
take planning and work, the end results for the staff, customer and business are
worth the effort. Some of the benefits of an empowered organization include the
following items. Creates
a learning organization. In order to develop a staff that is able to
make decisions confidently, assist the customers in a timely manner, and help
the organization grow, they must be properly trained. Training is an
ongoing process in an empowered organization, conducted in both formal and
informal settings. Management uses every opportunity to help the staff
improve their skills. Staff
feels confident. Staff is confident to make decisions quickly and on
the spot. Because they are regularly trained and prepared for the decision
making process, they have the necessary skills and knowledge to function
appropriately within the organization. Additionally they know that management
supports their efforts and decision-making process. Decisions
are made throughout the organization. Decisions that affect
customers need to be made by the individuals who serve them the most. In
the empowered organization, the emphasis is on fulfilling the needs of the
customer as soon as possible. That means the front-line entry-level staff has to
be properly trained to make decisions in a timely and appropriate manner. Responsibility
is shared. Because everyone within the organization has been
properly trained, management is able to move on to other duties and
responsibilities. Leadership changes with the challenge and the task.
Whoever is most qualified to lead the team does so, depending on the task or
assignment. Staff
is accountable. Employees participate in establishing their work
standards. Because staff is given a say about how they perform their tasks, they
feel accountable and more responsible. Staff knows they have the necessary
training and information to make informed and logical decisions. If they feel
uncomfortable or unqualified to make a decision, they willingly request
assistance. Staff seeks help when necessary.
When staff is unable to create a logical resolution to a customer challenge they
feel comfortable requesting assistance and information. Fear is outweighed
by courage within an empowered organization. Staff is encourage to
ask questions with the knowledge they will not be ridiculed. The empowered
organization knows the only way people learn is if they ask questions. Communication
occurs in all directions. The traditional organization operates on a
"need to know" basis only. Few secrets exist within an empowered
organization and employees at all levels of the organization communication with
each other. The traditional chain of command is virtually non-existent. Empowered
organizations are visionary. All employees from the CEO
to the janitor are involved in fulfilling the mission and vision of the
empowered organization. That means everyone is involved in creating the
vision of the organization. Input is generated from all levels in order to
create a united vision that helps the organization grow. A
top priority is quality products and service. Because the
empowered organization is well trained, flexible and team oriented, it is able
to focus on quality. All team members are involved in the process of
establishing the standards for work, service and the products created.
Team members take great pride in establishing a reputation for quality service
and products. All employees have the power to influence how business is conducted. The front-line employee typically has a greater knowledge of product flaws, customer needs and organizational challenges then administration does. In the empowered organization, employees at every level are responsible for providing input on product development, creation and customer service. Organizational
risks. Empowered employees and organizations are willing to
risk. They are not afraid of the self-examination process that occurs
during the risk taking procedure. Additionally risk takers know that
mistakes will occur. Trust
exists within the empowered organization. Employees are
encouraged to share information openly and know they will not be criticized or
reprimanded for expressing their opinions, concerns or issues. After
individuals involved in the final outcome have had the opportunity to provide
input, decisions are made in the open. When trusts exists, employees also
are allowed to gather information at all levels of the organization. According to Sam Walton, "If you want a
successful business, your people must feel that you are working for them, not
that they are working for you." Empowered organizations have
employees that develop and live up to their full potential. Management involves
staff members in the decision making process including the selection of training
programs to develop their skills. Staff willingly takes risks to improve
the product, organization or service without fear. They are encouraged to
learn from their mistakes. Management understands that without risk, the
organization will not grow. When employees are part of the decision making
process, visions come alive. Staff knows their input is appreciated and
their contributions make a difference. If you want to successfully grow
your organization and service your clients in the 21st Century examine your
business and establish if you are ready to grow leaps and bounds with empowered
employees. |
