Page 157 - 100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

Employees were trusted to use their initiative and to access a small
budget to ensure customers’ specific needs and preferences were
met. This provided a distinctive service and customer value at a
competitive price.

In practice

• Understand what you mean by empowerment and what you

want to achieve.

• Identify barriers to empowerment and how they can be

overcome.

• Communicate your ideas and win support.
• Establish and agree the boundaries, and be prepared to have

these boundaries tested.

• Ensure that your people have the necessary skills, resources, and

attitudes to take control.

• Agree objectives and performance measures. Empowerment is

not about dumping work on people and leaving them: it requires
support and agreement.

• Provide support, monitor developments, and iron out any

difficulties, particularly in the early days, but make sure that you
do not undermine the process.

• Try to secure early “wins” and successes that highlight the value

of the process.

150 • 100 GREAT BUSINESS IDEAS