Example of Empowering people in services
A peon who takes responsibility to direct the fireman in a burning office to areas housing the most important documents is acting without formal authority. He feels empowered to do so, meaning that feels a sense of dedication to the organization, that he feels it is his duty to save the organization as much as possible , that he is doing the right thing .
Following are the importance of empowering the people in services:-
1) An empowered employee focuses on results. He is not inhabitant by formalities of position , authority or function .
2) He does not consider himself bound by rules and procedure.
3) He believes that the organization expects him to be aware of the ends to be achieved and to act in furtherance thereof. He “sees” constraints but not does not feel prevented thereby , from what is to be done , instead he tries to overcome the constraints.
4) He believes that the organization will not find fault with him for having one something new and unusual. On the contrary, he believes that the organisation will applaud him for having done something that had to be done.
5) He believes that he is expected to take the initiative and ensure that the customer needs are met and thereby maintain and enhance the reputation of the organization.
6) He feels that he is dedicating to satisfy the customer to upgrade organization reputation
7) An empowered employee may be willing to challenge company policies at meetings with sensors.
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