Empowerment

Empowerment is?

• A title given to any staff or manager so he can make any decision related to his work

• A process of redistribution of decision making bringing the decision making closest to where the action is

• A term that is used to explain how work is done without procedure or boundaries

• Encouragement to all staff to act and make own decisions wihtout direction from management

These are few reason why we need empowerment, EXCEPT

• Increase creativity

• Faster decision making

• Ease to change manager

• Improve job satisfaction

What is needed to be prepared in order to empower our employee

• Manager and work instruction

• Clear role, work process, team, coach and training

• Computer, meeting room and good refreshement

• Presentation material, question bank, coach

Anything we do for the customer that enhances the customer perception and experience

• Mission Statement
• Customer Service
• Coproduction

The values, beliefs, and norms shared by a group of people

• Problem Solving
• Brainstorming
• Culture

When the customer participates in providing at least part of their own service

• Coproduction
• Non Verbal Communication
• Empowerment

Where ideas and understanding are shared by two or more people.

• Empowerment
• Communication
• Non Verbal Communication
• Customer Service

A problem solving strategy that can be used by groups of two or more

• Communication
• Coproduction
• Brainstorming

Expresses the purpose, the reason the organization exists, and means by which the organization fulfills its purpose.

• Empowerment
• Culture
• Mission Statement

The ability to make decisions to assist customers.

• Communication
• Coproduction
• Empowerment