Empowerment is different from delegation. Delegation is entrusting a task to a team while still retaining all the decision making control. Empowerment, however, requires that a certain amount of responsibility and decision making capability is vested in the team. Assigning responsibility implies confidence in the team and confidence in its ability to take certain decisions on its own. It gives the team the independence to formulate an action plan and then implement that plan.
Empowered teams can work in several situations; here are some examples of a few:
Empowered product marketing teams are able to come up with ideas that help create better products and services in line with customer expectations.
Empowered teams in the services sector can help to bring about greater customer satisfaction and retention levels.
Empowered sales teams are better at achieving their targets and forming long-term partnerships with clients.
Let’s look at an example of a customer services team at a hotel: (more…)