Empowered Employee Quotes

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Leadership begins and ends with relationships
Richard Polak (Work Smart Now: How to Jump Start Productivity, Empower Employees, and Achieve More)
The best way to help your consumers with your business is to treat your employees right so they give better customer service, empower them so they can provide faster solutions, and to treat your vendors and partners fairly and with respect so they can continually provide the best product and services to their ability. - Strong by Kailin Gow
Kailin Gow
Today in the US, we’re sending our daughters into a workplace that was designed for our dads—set up on the assumption that employees had partners who would stay home to do the unpaid work...
Melinda French Gates (The Moment of Lift: How Empowering Women Changes the World)
For matured organisations with digitally empowered employees, working from home during lockdown due to COVID-19, is nothing but BAU, they are achieving, employees are engaged and trust is built.
Enamul Haque (Digital Transformation Through Cloud Computing: Developing a sustainable business strategy to eschew extinction)
The rules that shape the lives of employees in the workplace today often don’t honor the lives of employees outside the workplace. That can make the workplace a hostile place—because it pits your work against your family in a contest one side has to lose.
Melinda French Gates (The Moment of Lift: How Empowering Women Changes the World)
• Starting with trust and giving employees great autonomy and flexibility allows people to feel independent and empowered while still feeling like a part of something bigger. This leads to happy, loyal employees with a rich quality of life, which in turn leads to an amazing culture.
Larry English (Office Optional: How to Build a Connected Culture with Virtual Teams)
The sustainable success of digital transformation comes from a carefully planned organisational change management process that meets two key objectives, one being the company culture, and the other one is empowering its employees
Enamul Haque
Often the best source of information about waste, fraud, and abuse in government is an existing government employee committed to public integrity and willing to speak out. Such acts of courage and patriotism, which can sometimes save lives and often save taxpayer dollars, should be encouraged rather than stifled. We need to empower federal employees as watchdogs of wrongdoing and partners in performance.
Barack Obama
Instead of thinking of you working for Microsoft, think of how Microsoft can work for you.
Satya Nadella (Hit Refresh: The Quest to Rediscover Microsoft's Soul and Imagine a Better Future for Everyone)
Most companies are clinging to the established command-and-control system of top-down decision making but trying to jazz it up by fostering “employee engagement” and by “empowering” people.
Patty McCord (Powerful: Building a Culture of Freedom and Responsibility)
Empowering people to effect change • Communicate a sensible vision to employees: If employees have a shared sense of purpose, it will be easier to initiate actions to achieve that purpose. • Make structures compatible with the vision: Unaligned structures block needed action. • Provide the training employees need: Without the right skills and attitudes, people feel disempowered. • Align information and personnel systems to the vision: Unaligned systems also block needed action. • Confront supervisors who undercut needed change: Nothing disempowers people the way a bad boss can.
John P. Kotter (Leading Change [with a New Preface])
The cult of government secrecy is growing. ¶ The practice has become so widespread and routine that, according to testimony given before the House government information sub-committee, more than a million Federal employees are empowered to classify information. This means that one out of every 180 Americans is stamping the word 'secret' on papers.
William J. Lederer (A Nation Of Sheep)
Design for 80 percent and build separate paths for exceptions. Eliminate or reduce the impact of low-value steps. Simplify complex steps. Combine simple steps. Work to design quality into the work, rather than inspect step outputs after the fact. Use parallel paths wherever possible. Broaden job content and empower employees. Don’t design things to the task level unless the risk of variation is unacceptable and you’re willing to invest in testing prior to implementation.
Geary A. Rummler (Improving Performance: How to Manage the White Space on the Organization Chart)
PEACETIME CEO/WARTIME CEO Peacetime CEO knows that proper protocol leads to winning. Wartime CEO violates protocol in order to win. Peacetime CEO focuses on the big picture and empowers her people to make detailed decisions. Wartime CEO cares about a speck of dust on a gnat’s ass if it interferes with the prime directive. Peacetime CEO builds scalable, high-volume recruiting machines. Wartime CEO does that, but also builds HR organizations that can execute layoffs. Peacetime CEO spends time defining the culture. Wartime CEO lets the war define the culture. Peacetime CEO always has a contingency plan. Wartime CEO knows that sometimes you gotta roll a hard six. Peacetime CEO knows what to do with a big advantage. Wartime CEO is paranoid. Peacetime CEO strives not to use profanity. Wartime CEO sometimes uses profanity purposefully. Peacetime CEO thinks of the competition as other ships in a big ocean that may never engage. Wartime CEO thinks the competition is sneaking into her house and trying to kidnap her children. Peacetime CEO aims to expand the market. Wartime CEO aims to win the market. Peacetime CEO strives to tolerate deviations from the plan when coupled with effort and creativity. Wartime CEO is completely intolerant. Peacetime CEO does not raise her voice. Wartime CEO rarely speaks in a normal tone. Peacetime CEO works to minimize conflict. Wartime CEO heightens the contradictions. Peacetime CEO strives for broad-based buy-in. Wartime CEO neither indulges consensus building nor tolerates disagreements. Peacetime CEO sets big, hairy, audacious goals. Wartime CEO is too busy fighting the enemy to read management books written by consultants who have never managed a fruit stand. Peacetime CEO trains her employees to ensure satisfaction and career development. Wartime CEO trains her employees so they don’t get their asses shot off in the battle. Peacetime CEO has rules like “We’re going to exit all businesses where we’re not number one or two.” Wartime CEO often has no businesses that are number one or two and therefore does not have the luxury of following that rule.
Ben Horowitz (The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers)
Today in the US, we're sending our daughters into a workplace that was designed for our dads, set up on the assumption that employees had partners who would stay home to do the unpaid work of caring for family and tending to the house. Even back then, it wasn't true for everyone. Today, it is true for almost no one, except for one significant group: the most powerful positions in society are often occupied by men who do wives who do not work outside the home, and those men may not fully understand the lives of the people who work for them.
Melinda French Gates (The Moment of Lift: How Empowering Women Changes the World)
I should know; perfectionism has always been a weakness of mine. Brene' Bown captures the motive in the mindset of the perfectionist in her book Daring Greatly: "If I look perfect and do everything perfectly, I can avoid or minimize the painful feelings of shame, judgment, and blame." This is the game, and I'm the player. Perfectionism for me comes from the feelings that I don't know enough. I'm not smart enough. Not hardworking enough. Perfectionism spikes for me if I'm going into a meeting with people who disagree with me, or if I'm giving a talk to experts to know more about the topic I do … when I start to feel inadequate and my perfectionism hits, one of the things I do is start gathering facts. I'm not talking about basic prep; I'm talking about obsessive fact-gathering driven by the vision that there shouldn't be anything I don't know. If I tell myself I shouldn't overprepare, then another voice tells me I'm being lazy. Boom. Ultimately, for me, perfectionism means hiding who I am. It's dressing myself up so the people I want to impress don't come away thinking I'm not as smart or interesting as I thought. It comes from a desperate need to not disappoint others. So I over-prepare. And one of the curious things I've discovered is that what I'm over-prepared, I don't listen as well; I go ahead and say whatever I prepared, whether it responds to the moment or not. I miss the opportunity to improvise or respond well to a surprise. I'm not really there. I'm not my authentic self… If you know how much I am not perfect. I am messy and sloppy in so many places in my life. But I try to clean myself up and bring my best self to work so I can help others bring their best selves to work. I guess what I need to role model a little more is the ability to be open about the mess. Maybe I should just show that to other people. That's what I said in the moment. When I reflected later I realized that my best self is not my polished self. Maybe my best self is when I'm open enough to say more about my doubts or anxieties, admit my mistakes, confess when I'm feeling down. The people can feel more comfortable with their own mess and that's needs your culture to live in that. That was certainly the employees' point. I want to create a workplace where everyone can bring the most human, most authentic selves where we all expect and respect each other's quirks and flaws and all the energy wasted in the pursuit of perfection is saved and channeled into the creativity we need for the work that is a cultural release impossible burdens and lift everyone up.
Melinda French Gates (The Moment of Lift: How Empowering Women Changes the World)
Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.
Tony Hsieh (Delivering Happiness: A Path to Profits, Passion, and Purpose)
One executive team I worked with had at one time identified three criteria for deciding what projects to take on. But over time they had become more and more indiscriminate, and eventually the company’s portfolio of projects seemed to share only the criterion that a customer had asked them to do it. As a result, the morale on the team had plummeted, and not simply because team members were overworked and overwhelmed from having taken on too much. It was also because no project ever seemed to justify itself, and there was no greater sense of purpose. Worse, it now became difficult to distinguish themselves in the marketplace because their work, which had previously occupied a unique and profitable niche, had become so general. Only by going through the work of identifying extreme criteria were they able to get rid of the 70 and 80 percents that were draining their time and resources and start focusing on the most interesting work that best distinguished them in the marketplace. Furthermore, this system empowered employees to choose the projects on which they could make their highest contribution; where they had once been at the mercy of what felt like capricious management decisions, they now had a voice. On one occasion I saw the quietest and most junior member of the team push back on the most senior executive. She simply said, “Should we be taking on this account, given the criteria we have?” This had never happened until the criteria were made both selective and explicit. Making our criteria both selective and explicit affords us a systematic tool for discerning what is essential and filtering out the things that are not.
Greg McKeown (Essentialism: The Disciplined Pursuit of Less)
the hidden benefits of the introverted temperament—for workplaces, personal relationships and society as a whole. Introverts may be able to fit all their friends in a phone booth, but those relationships tend to be deep and rewarding. Introverts are more cautious and deliberate than extroverts, but that means they tend to think things through more thoroughly, which means they can often make smarter decisions. Introverts are better at listening—which, after all, is easier to do if you’re not talking—and that in turn can make them better business leaders, especially if their employees feel empowered to act on their own initiative. And simply by virtue of their ability to sit still and focus, introverts find it easier to spend long periods in solitary work, which turns out to be the best way to come up with a fresh idea or master a skill.
Brian Walsh (The Upside of Being an Introvert)
By treating patients like customers, as nurse Amy Bozeman pointed out in a Scrubs magazine article, hospitals succumb to the ingrained cultural notion that the customer is always right. “Now we are told as nurses that our patients are customers, and that we need to provide excellent service so they will maintain loyalty to our hospitals,” Bozeman wrote. “The patient is NOT always right. They just don’t have the knowledge and training.” Some hospitals have hired “customer service representatives,” but empowering these nonmedical employees to pander to patients’ whims can backfire. Comfort is not always the same thing as healthcare. As Bozeman suggested, when representatives give warm blankets to feverish patients or complimentary milk shakes to patients who are not supposed to eat, and nurses take them away, patients are not going to give high marks to the nurses.
Alexandra Robbins (The Nurses: A Year of Secrets, Drama, and Miracles with the Heroes of the Hospital)
We need a new level, a deeper level of thinking—a paradigm based on the principles that accurately describe the territory of effective human being and interacting—to solve these deep concerns. This new level of thinking is what The 7 Habits of Highly Effective People is about. It’s a principle-centered, character-based, “inside-out” approach to personal and interpersonal effectiveness. “Inside-out” means to start first with self; even more fundamentally, to start with the most inside part of self—with your paradigms, your character, and your motives. It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character. The inside-out approach says that private victories
Stephen R. Covey (The 7 Habits of Highly Effective People)
Effective leadership begins with having the right mind-set; in particular, it begins with having an ownership mind-set. This means a willingness to put oneself in the shoes of a decision maker and think through all of the considerations that the decision maker must factor into his or her thinking and actions. Having an ownership mind-set is essential to developing into an effective leader. By the same token, the absence of an ownership mind-set often explains why certain people with great promise ultimately fail to reach their leadership potential. An ownership mind-set involves three essential elements, which I will put in the form of questions: •  Can you figure out what you believe, as if you were an owner? •  Can you act on those beliefs? •  Do you act in a way that adds value to someone else: a customer, a client, a colleague, or a community? Do you take responsibility for the positive and negative impact of your actions on others? These elements are not a function of your formal position in an organization. They are not a function of title, power, or wealth, although these factors can certainly be helpful in enabling you to act like an owner. These elements are about what you do. They are about taking ownership of your convictions, actions, and impact on others. In my experience, great organizations are made up of executives who focus specifically on these elements and work to empower their employees to think and act in this way.
Robert S. Kaplan (What You Really Need to Lead: The Power of Thinking and Acting Like an Owner)
In social media, employees are the channel, not brands.
Chris Boudreaux (The Most Powerful Brand on Earth: How to Transform Teams, Empower Employees, Integrate Partners, and Mobilize Customers to Beat the Competition in Digital and Social Media)
learning culture places the responsibility for learning with the employees and empowers them to change the system. Problems become information rather than failures. And learning by solving the problems (generation) and by teaching others (elaboration) becomes an engine for continuous improvement of performance by individuals and by the production line that they compose.
Peter C. Brown (Make It Stick: The Science of Successful Learning)
What is the relationship between Appointing Authority and Disciplinary Authority? Appointing Authorities are empowered to impose major penalties. It may be recalled that Article 311 clause (1) provides that no one can be dismissed or removed from service by an authority subordinate to the Authority which appointed him. In fact under most of the situations, the powers for imposing major penalties are generally entrusted to the Appointing Authorities. Thus Appointing Authorities happen to be disciplinary authorities. However there may be other authorities who may be empowered only to impose minor penalties. Such authorities are often referred to as lower disciplinary authorities for the sake of convenience. In this handbook, the term Disciplinary Authority has been used to signify any authority who has been empowered to impose penalty. Thereby the term includes appointing authorities also.5. How to decide the Appointing Authority, when a person acquires several appointments in the course of his/her career? CCA Rule 2(a) lays down the procedure for determining the Appointing Authority in respect of a person by considering four authorities.Besides, it must also be borne in mind that Appointing Authority goes by factum and not by rule.i.e. where an employee has been actually appointed by an authority higher than the one empowered to make such appointment as per the rules, the former shall be taken as the Appointing Authority in respect of such employee.6. What should be the over-all approach of the Disciplinary Authority? Disciplinary authorities are expected to act like a Hot Stove, which has the following characteristics: � Advance warning – One may feel the radiated heat while approaching the Hot stove.Similarly, the Disciplinary Authority should also keep the employees informed of the expected behavior and the consequences of deviant behavior. � Consistency: Hot stove always, without exception, burns those who touch it.Similarly, the disciplinary authority should also be consistent in approach. Taking a casual and lenient view during one point of time and having rigid and strict spell later is not fair for a Disciplinary Authority 4
Anonymous
Impersonal: Hot stove treats all alike. It does not show any favouritism or spare anybody.Similarly, the disciplinary authority should treat all employees alike without any discrimination.[You may feel that past good conduct of the delinquent employee is taken into account while deciding the quantum of penalty. This is not in contravention of the rule of impersonal approach. Even past conduct has to be taken into account in respect of all the employees, without discrimination. ] � Immediate action: Just as the hot stove burns the fingers of those who touch it without any time lag, the disciplinary authority is also expected to impose penalty without delay. This will make the delinquent employee link the misconduct to the penalty; besides it also sends a message that misconduct will be appropriately dealt with.[The rule is attributed to Douglas McGregor who is better known for his ‘X’ and ‘Y’ theories of Management] 7. How to find out who is the Disciplinary Authority? Firstly, it must be remembered that the Disciplinary authority is determined with reference to the employee proceeded against. Schedule to the Rules 1965 lay down the details of the disciplinary authorities in respect of various grade of employees in different services in the Government. The President, the Appointing Authority, the Authority specified in the Schedule ot the Rules (to the extent specified therein) or by any other authority empowered in this behalf by any general or special order of the President may impose any fo the Penalties specified in Rule 11. Appointing Authority as mentioned in the Schedule must be understood with reference to rule2 (a) of the Rules. The question as to who is the appropriate disciplinary authority must be raised and answered not only while issuing charge sheet but also at the time of imposing penalty because there might have been some change in the situation due to delegation of powers, etc. in the organization.8. What are the functions of the Disciplinary Authority? Disciplinary authority is required to discharge the following functions: (a) Examination of the complaints received against the employees (b) Deciding as to who is to be appointed as the investigating authority 5
Anonymous
q) Consultation with CVC or UPSC where necessary (r) Forward the inquiry report to the delinquent employee together with the reasons for disagreement, if any and the recommendations of the CVC where applicable - Rule 15(2) (s) Considering the response of the delinquent employee to the inquiry report and the reasons for disagreement and taking a view on the quantum of penalty or closure of the case. Rule 15(2)A (t) Pass final order in the matter – Rule 15(3) (u) On receipt of copy of the appeal from the penalized employee, prepare comments on the Appeal and forward the same to the Appellate Authority together with relevant records. - Rule 26(3) 9. What happens if any of the functions of the Disciplinary Authority has been performed by an authority subordinate to the disciplinary authority? Where a statutory function has been performed by an authority who has not been empowered to perfrom it, such action without jurisdiction would be rendered null and void. The Hon’ble Supreme Court in its Judgment dated 5 th September 2013, in Civil Appeal No. 7761 of 2013 (Union of India & Ors.Vsd. B V Gopinathan) has held that the statutory power under Rule 14(3) of the CCA rule has necessarily to be performed by the Disciplinary Authority. as under: “49. Although number of collateral issues had been raised by the learned counsel for the appellants as well the respondents, we deem it appropriate not to opine on the same in view of the conclusion that the charge sheet/charge memo having not been approved by the disciplinary authority was non est in the eye of law. ” 10. What knowledge is required for the efficient discharge of the duties in conducting disciplinary proceedings? Disciplinary Authority is required to be conversant with the following: � Constitutional provisions under Part III (Fundamental Rights) and Part XIV (Services Under the Union and the States) � Principles of Natural Justice 7
Anonymous
No one knows where this will lead, and what power sharing or cohabitation it will carve, but it will certainly bring us face-to-face with our own inconsistencies, and give our employees a chance to feel effectively empowered—with a strong voice. We should never be scared of our own people, whatever it is they have to say or demand—the result is always vastly superior to the ostrich approach of looking for subtle ways of keeping their demands subdued.
Ricardo Semler (The Seven-Day Weekend: Changing the Way Work Works)
Inside-out” means to start first with self; even more fundamentally, to start with the most inside part of self—with your paradigms, your character, and your motives. It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character. The inside-out approach says that private victories precede public victories, that making and keeping promises to ourselves precedes making and keeping promises to others. It says it is futile to put personality ahead of character, to try to improve relationships with others before improving ourselves. Inside-out is a process—a continuing process of renewal based on the natural laws that govern human growth and progress. It’s an upward spiral of growth that leads to progressively higher forms of responsible independence and effective interdependence.
Stephen R. Covey (The 7 Habits of Highly Effective People)
In 2009 Southwest Airlines was the largest airline in the world based on the number of passengers that fly the airline each year,30 and in 2011 it was not only America’s leading low-cost carrier but was also rated America’s favorite airline by Consumer Reports.31 Joe Harris, a labor lawyer for Southwest, explains that the company’s harmonious employee relations are no accident. “At Southwest, our employees come first; our customers come second; and our stockholders come third,” he said. “The rationale is pretty simple. If we treat our employees right, they’re going to treat our customers right. If our customers are treated right, they will come back and our stockholders will benefit.
Douglas Van Praet (Unconscious Branding: How Neuroscience Can Empower (and Inspire) Marketing)
After all, people are people. Many become friends with their coworkers. Many have worked with their coworkers at previous companies.
Eric Mosley (The Power of Thanks: How Social Recognition Empowers Employees and Creates a Best Place to Work)
Performance improved only when companies implemented programs to empower employees (for example, by taking decision-making authority away from managers and giving it to individuals or teams), provided learning opportunities that were outside what people needed to do their jobs, increased their reliance on teamwork (by giving teams more autonomy and allowing them to self-organize), or a combination of these.
Laszlo Bock (Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead)
Performance improved only when companies implemented programs to empower employees (for example, by taking decision-making authority away from managers and giving it to individuals or teams), provided learning opportunities that were outside what people needed to do their jobs, increased their reliance on teamwork (by giving teams more autonomy and allowing them to self-organize), or a combination of these. These factors “accounted for a 9% increase in value added per employee in our study.” In short, only when companies took steps to give their people more freedom did performance improve.
Laszlo Bock (Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead)
The judges believed Uber and Lyft to be more powerful than they were willing to admit, but they also conceded that the companies did not have the same power over employees as an old-economy employer like Walmart. “The jury in this case will be handed a square peg and asked to choose between two round holes,” Judge Chhabria wrote. Judge Chen, meanwhile, wondered whether Uber, despite a claim of impotence at the center of the network, exerted a kind of invisible power over drivers that might give them a case. In order to define this new power, he decided to turn where few judges do: the late French philosopher Michel Foucault. In a remarkable passage, Judge Chen compared Uber’s power to that of the guards at the center of the Panopticon, which Foucault famously analyzed in Discipline and Punish. The Panopticon was a design for a circular prison building dreamed up in the eighteenth century by the philosopher Jeremy Bentham. The idea was to empower a solitary guard in the center of the building to watch over a large number of inmates, not because he was actually able to see them all at once, but because the design kept any prisoner from knowing who was being observed at any given moment. Foucault analyzed the nature and working of power in the Panopticon, and the judge found it analogous to Uber’s. He quoted a line about the “state of conscious and permanent visibility that assures the automatic functioning of power.” The judge was suggesting that the various ways in which Uber monitored, tracked, controlled, and gave feedback on the service of its drivers amounted to the “functioning of power,” even if the familiar trappings of power—ownership of assets, control over an employee’s time—were missing. The drivers weren’t like factory workers employed and regimented by a plant, yet they weren’t independent contractors who could do whatever they pleased. They could be fired for small infractions. That is power. It can be disturbing that the most influential emerging power center of our age is in the habit of denying its power, and therefore of promoting a vision of change that changes nothing meaningful while enriching itself. Its posture is not entirely cynical, though. The technology world has long maintained that the tools it creates are inherently leveling and will serve to collapse power divides rather than widen them.
Anand Giridharadas (Winners Take All: The Elite Charade of Changing the World)
No matter how many times executives preach about the “e” word in their speeches, there is no way that their employees can be empowered to fully execute their responsibilities if they don’t receive clear and consistent messages about what is important from their leaders across the organization. There is probably no greater frustration for employees than having to constantly navigate the politics and confusion caused by leaders who are misaligned. That’s because just a little daylight between members of a leadership team becomes blinding and overwhelming to employees one or two levels below.
Patrick Lencioni (The Advantage: Why Organizational Health Trumps Everything Else In Business)
Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.
Tony Hsieh (Delivering Happiness: A Path to Profits, Passion, and Purpose)
the relationship between the employees and the company is the entire basis for the mojo they exude. You can’t have the second without the first. Unless a significant majority of a company’s people love the place where they work; unless they feel valued, appreciated, supported, and empowered; unless they see a future full of opportunities for them to learn and grow—unless, that is, they feel great about what they do, whom they do it with, and where they’re going—mojo is simply not in the cards.
Bo Burlingham (Small Giants: Companies That Choose to Be Great Instead of Big)
It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy.
Stephen R. Covey (The 7 Habits of Highly Effective People)
thinking like an owner versus thinking like an employee is primarily about taking responsibility for the outcome rather than just the activities.
Marty Cagan (Empowered: Ordinary People, Extraordinary Products)
Empower your Employees... and they will Power your Brand!
Ted Rubin
Everyone influences Someone. Empower your Customers, and especially your Employees to Power your Marketing.
Ted Rubin
Inside-out” means to start first with self; even more fundamentally, to start with the most inside part of self—with your paradigms, your character, and your motives. It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character. The
Stephen R. Covey (The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change)
When employees are fully engaged, they produce, contribute, and perform at higher levels. As a result, re-engaged team players bring more value to their companies and empower a positive culture.
Susan C. Young
Our employee engagement surveys showed a 30 percent improvement in lost sick days in one year. People are calling in sick less because they are feeling more empowered, more of a sense of ownership, and more connected.” Jump-Starting
Thomas L. Friedman (Thank You for Being Late: An Optimist's Guide to Thriving in the Age of Accelerations)
But employee ownership is not just about sharing. It is also, in practice, often about giving. Such schemes depend on someone, usually the proprietor, deciding at some point to transfer ownership of some or all of a company to its employees. And it is this aspect of the ideal, I think, that has the greatest significance for my story. Of all the things I have given, it is arguable that the shares in my company that I gave away had the greatest financial value. In fact, I have rarely thought of this transfer of ownership as a gift, and I would be wrong if I did. The staff had a right to share in the company. Without them, the company would not have been so prosperous (and I am certain that Xansa would never have reached anything like the financial heights it eventually did if it hadn’t been powered by the fuel of staff ownership). But while I never doubted that aspect of the transfer, I did sometimes struggle with a more abstract issue: the fact that transferring ownership also means, ultimately, transferring control. That was the real challenge: surrendering power. Anyone can adjust to having a bit less money; ceding control of an enterprise that really matters to you is, by contrast, painfully counterintuitive. Who in their right mind would entrust an organisation that they have built up against all the odds, through years of tears, toil and sweat, to someone else? What if they mess it up? What if they don’t really understand what it is that you have created? What if they take it in some dangerous new direction, or manage it in a less idealistic way? Yet without that surrender, the most important part of the transaction is lost. A feudal grandee can be as generous as he likes with his wealth and property, but as long as he remains the grandee then his dependants are not empowered: they are merely well-fed. Empowering them means letting go: in other words, ceasing to be the grandee. I have struggled all my life with an instinct to hang on to the things that matter most to me, to control and protect them myself. Yet the art of surrender is, I am convinced, a key to many kinds of success - and fulfilment. And many lives are limited by a failure to master it.
Stephanie Shirley (LET IT GO : The Entrepreneur Turned Ardent Philanthropist)
Companies should design the product and the marketing strategy to set and meet reasonable customer expectations—what he calls doing it right the first time. Part of this strategy is to identify possible areas of customer disappointment or areas where customers may perceive that they are not receiving full value from the product. Companies must then proactively reach out to customers to educate or even to warn them of product limitations. The best defense is a good offense. 2.   Customers must be encouraged to seek assistance when they have questions or problems—a silent, unhappy customer is a less profitable customer. Companies must provide effortless communication channels for customers seeking assistance. 3.   Companies need to create an empowered service system that allows employees to fully handle a problem, educate the customers on how to receive the most value from the product, and create inexpensive emotional connections. 4.   Companies must build a voice of the customer process that gathers information from across the entire customer lifecycle from multiple data sources and that integrates the process into a single, unified picture of the customer experience. To ensure impact and the secure resources needed to deliver a strong customer experience, the process must quantify the revenue and word-of-mouth impact of problems and opportunities. For
John A. Goodman (Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service)
It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character.
Stephen R. Covey (The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change)
Prepare yourself well by learning how to be more mindful in each interaction. The effort you put forth to gain insight will empower you to make a better impression on others, while enriching your opportunities to build enlightened, trusted relationships.
Susan C. Young (The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact(The Art of First Impressions for Positive Impact, #5))
it is this lack of trust that is often the root cause of complaint in any corporation. When employees are not trusted, they don’t feel empowered, and when they don’t feel empowered, they become resigned, and when they become resigned they either resign (costing the company thousands of dollars to retrain their replacements) or they retract, further feeding the complaint monster.
Mitch Ditkoff (Storytelling at Work: How Moments of Truth on the Job Reveal the Real Business of Life)
PEACETIME CEO/WARTIME CEO Peacetime CEO knows that proper protocol leads to winning. Wartime CEO violates protocol in order to win. Peacetime CEO focuses on the big picture and empowers her people to make detailed decisions. Wartime CEO cares about a speck of dust on a gnat’s ass if it interferes with the prime directive. Peacetime CEO builds scalable, high-volume recruiting machines. Wartime CEO does that, but also builds HR organizations that can execute layoffs. Peacetime CEO spends time defining the culture. Wartime CEO lets the war define the culture. Peacetime CEO always has a contingency plan. Wartime CEO knows that sometimes you gotta roll a hard six. Peacetime CEO knows what to do with a big advantage. Wartime CEO is paranoid. Peacetime CEO strives not to use profanity. Wartime CEO sometimes uses profanity purposefully. Peacetime CEO thinks of the competition as other ships in a big ocean that may never engage. Wartime CEO thinks the competition is sneaking into her house and trying to kidnap her children. Peacetime CEO aims to expand the market. Wartime CEO aims to win the market. Peacetime CEO strives to tolerate deviations from the plan when coupled with effort and creativity. Wartime CEO is completely intolerant. Peacetime CEO does not raise her voice. Wartime CEO rarely speaks in a normal tone. Peacetime CEO works to minimize conflict. Wartime CEO heightens the contradictions. Peacetime CEO strives for broad-based buy-in. Wartime CEO neither indulges consensus building nor tolerates disagreements. Peacetime CEO sets big, hairy, audacious goals. Wartime CEO is too busy fighting the enemy to read management books written by consultants who have never managed a fruit stand. Peacetime CEO trains her employees to ensure satisfaction and career development. Wartime CEO trains her employees so they don’t get their asses shot off in the battle. Peacetime CEO has rules like “We’re going to exit all businesses where we’re not number one or two.” Wartime CEO often has no businesses that are number one or two and therefore does not have the luxury of following that rule. CAN
Ben Horowitz (The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers)
Delegation doesn’t come naturally to any of us. But I was trying really hard to be good at it. I knew how important it was to get into the delegation mind-set. I was trying to empower my employees—to let them know they could make decisions on their own, without me.
Derek Sivers (Anything You Want: 40 Lessons for a New Kind of Entrepreneur)
Think big, start small, and scale fast”: Initiate the transformation with the definition of a multi-year, company-wide vision, roadmap, and business case. These plans need to be flexible and adaptable. Then, “start small” with the implementation of a pilot, and take the time to learn from this first experience. Finally, implement the broader scope in stages to manage the risks. Gradually increase the speed and scale of the transformation, and as a result, generate high impact. “IA is a business transformation, not a technology project”: The perspective of business benefits should guide the transformation. This transformation involves not only technology, but more importantly, people – with change management, and retraining – and processes – with redesigns. “IA is a journey, not a destination”: IA is not a one-off exercise; it is a never-ending transformation journey. It continually brings additional benefits to the organization by applying evolving concepts, methods, and technologies. Hence, building teams with the right skills to guide the company in this transformation is critical. “Infusing IA into the culture of the company”: Implementing IA with siloed, isolated teams does not work. Automation needs to be infused into the company. Change management, education, empowerment, and incentivization of everyone in the company is vital. Every employee should know what IA is and what its benefits are, and be empowered and incentivized to identify use cases and build automation.
Pascal Bornet (INTELLIGENT AUTOMATION: Learn how to harness Artificial Intelligence to boost business & make our world more human)
Decision-making. Done the Amazon way, employees are empowered to make Type 2 decisions. When an employee is able to make a decision on behalf of the company, particularly to help a customer, they are likely to feel empowered—a vital way to connect with the values of the company.
Steve Anderson (The Bezos Letters: 14 Principles to Grow Your Business Like Amazon)
The strategy creates superior value by combining investment in employees with four operational choices that increase their productivity, contribution, and motivation. These choices are: focus and simplify, standardize and empower, cross-train, and operate with slack.
Felix Oberholzer-Gee (Better, Simpler Strategy: A Value-Based Guide to Exceptional Performance)
June Brought, a leadership collaborator of mine, works in corporate wellness for the successful women’s clothing company Eileen Fisher. The company has flourished since its founding in 1984, currently earning revenue of more than $300 million a year. What truly sets the company apart, however, is its early adoption of conscious capitalism and a sincere desire to enhance the lives of all its stakeholders. Eileen Fisher was one of the first clothing companies that insisted on using sustainable materials such as organic cotton, and implemented programs to reduce fabric and fiber waste. Eileen Fisher’s philanthropic efforts focus on business leadership grants to develop and benefit the careers of young women around the world. The company is also committed to enhancing the well-being of its own employees at every level, which is why June was hired. According to June, “Eileen Fisher is not just another company that claims to care about the well-being of its employees but really only cares about how they can contribute to the well-being of the bottom line. Eileen Fisher truly is concerned with its staff as human beings first.” One of the tools June uses to help individuals at Eileen Fisher and elsewhere find a healthy balance between life and work involves what she calls “completing your own circuit.” She believes it is essential that we plug into our own beings first in order to feel empowered, fulfilled, and complete. As June explains, when we outsource our power to a job, a romantic relationship, or any external condition, “we compromise our emotional welfare and risk having someone cut off our power.” She says that completing our own circuit involves a deep internal knowing that “we are fully charged and complete unto ourselves without any need for outside support or validation.
Andrea Kayne (Kicking Ass in a Corset: Jane Austen’s 6 Principles for Living and Leading from the Inside Out)
When you learn about Selling with Love, you’ll also be empowered as an even more selective and caring employee, buyer, and everyday human being.
Jason Marc Campbell (Selling with Love: Earn with Integrity and Expand Your Impact)
A city can be sued only when a police officer or city employee inflicts injury pursuant to an official municipal policy.
Erwin Chemerinsky (Presumed Guilty: How the Supreme Court Empowered the Police and Subverted Civil Rights)
Having a bank account in the United States or China won't make any difference as a business owner but people who don't have enough money and time to travel long distances and test the system for themselves, want to believe in illusions. Many banks are actually happy to steal people's money due to their nationality, like they did with Russian people now. And this while the masses consider it to be normal. Imagine if countries stole your money every time your government did something they don't like! Actually they do, which is why your government promises one thing before being elected and then does another. The employees of these governments and big companies are like little Nazis. They will simply repeat: it's the "policy of the company" or "it's the law". Nobody cares to question laws or policies because they think smart people are the ones who obey. Well, you will get nowhere in life by obeying a system that is manipulated against you, which is why so many frustrated people, seeing others in jet planes and traveling the world, are turning to crime and prostitution. This tendency will keep increasing. Yet if I tell people to learn to use a gun, they will say that a spiritual guru would never say such things. Well, I would never trust any guru or religious person who said to me to wait until someone knocks me off with a hammer or that I must accept the misfortunes of life as an opportunity to meditate on karma. As a matter of fact, that's exactly what I got in all religions where I sought answers to this problem, which means even religions have been corrupted by illusions and ignorance. They empower a very toxic demon around these lies called guilt. But this demon is kept alive with dogma.
Dan Desmarques
consistent with their culture and context. Localizing the principle is an incredibly powerful technique to create ownership, pride, and sticky customer (and employee) experiences. It’s not easy for your competitors to mimic because they can’t just copy a best practice—it requires careful leadership work to align the principles with your strategic goals and then the local creativity from empowered team members to Practice the Principle in ways that are relevant and make sense.
Karin Hurt (Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates)
Take the focus you identified in step one and create a focus question. Here are a few examples: Imagine it’s two years from now and we have microinnovation happening at every level of the organization. What behaviors are we seeing at the executive, manager, and frontline level? What would it really mean for us to have an organization in which every employee was empowered and encouraged to be a true Customer Advocate? What behaviors would we see at the executive, manager, and frontline level? How do we get better at solving the most important problems impacting our business? What behaviors do we need to develop, encourage, and reward at the executive, manager, and frontline level? Notice that every one of these questions is focused on identifying behaviors. That’s vital to make this vision something you can clearly describe, train to, reinforce, observe, and measure.
Karin Hurt (Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates)
The purpose of spiritual leadership is to tap into the fundamental needs of both leader and follower for spiritual well-being through calling and membership; to create vision and value congruence across several levels—the individual, the empowered team, and the organization as a whole; and, ultimately, to foster higher levels of employee well-being, organizational commitment, financial performance, and social responsibility—in short, the Triple Bottom Line.
Louis W. Fry (Maximizing the Triple Bottom Line Through Spiritual Leadership)
Study after study shows that employees leave organizations primarily because of poor relationships with managers, not because of pay, benefits, or other factors. How well you train, coach, empower, and support your people—and whether you show appreciation for the hard work they do each day in the trenches serving customers—makes all the difference not only in retaining your best employees, but also in creating memorable experiences for customers.
Chip R. Bell (Managing Knock Your Socks Off Service)
Employees who feel valued and empowered become the biggest advocates for their organization.
Dax Bamania
Super Ego Holding is the name you can rely on for transportation excellence. Our foundation is built on empowering employees and ensuring client satisfaction.
Super Ego Holding
You are always right when satisfying a guest.” If you come late or miss a meeting because you’re trying to serve a guest, you’re exonerated. If you decide to buy something from the gift shop to placate an upset guest, you are not going to be reprimanded for spending too much. A value statement like this clearly empowers people to say Yes to a guest’s request instead of passing the decision up the line to a supervisor. And it’s on the wall backstage for all employees to read day in and day out.
Fred Lee (If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently)
Morieux and his cowriter Peter Tollman lay out in their 2014 book, Six Simple Rules, employees of overly complicated organizations feel like they are stuck in a labyrinth. They lose meaning and satisfaction as they become burned-out and stressed by the overwhelming requirements of servicing the bureaucracy. So what to do? Of their six rules, the first three are about making it easier for people to use their judgment and take ownership: (1) understand what your people do; (2) reinforce integrators—the people who get tasks done cross-functionally—and empower them with resources and authority; and (3) increase the total quantity of power available—when creating new roles, empower people without taking power from others. The second three rules were about making sure that this enhanced autonomy was used to face complexity and improve performance: (4) increase reciprocity by setting clear objectives that stimulate mutual interest to cooperate; (5) extend the shadow of the future, by which they meant: expose people to the consequences of their actions; and (6) reward those who cooperate and blame those who don’t.
Jeff Immelt (Hot Seat: What I Learned Leading a Great American Company)
For companies and organizations, this insight has enormous implications. Simply giving employees a sense of agency—a feeling that they are in control, that they have genuine decision-making authority—can radically increase how much energy and focus they bring to their jobs. One 2010 study at a manufacturing plant in Ohio, for instance, scrutinized assembly-line workers who were empowered to make small decisions about their schedules and work environment. They designed their own uniforms and had authority over shifts. Nothing else changed. All the manufacturing processes and pay scales stayed the same. Within two months, productivity at the plant increased by 20 percent. Workers were taking shorter breaks. They were making fewer mistakes. Giving employees a sense of control improved how much self-discipline they brought to their jobs.
Charles Duhigg (The Power of Habit: Why We Do What We Do in Life and Business)
organizational clarity allows a company to delegate more effectively and empower its employees with a true sense of confidence.
Patrick Lencioni (The Four Obsessions of an Extraordinary Executive: A Leadership Fable)
When Well Done leaders lead their teams to do more than expected, it empowers employees to better understand their power to make decisions. The second step is one of the most empowering steps any person can take to better their life and to enhance their work.This act of teaching the second step will help employees and every team member to think more like an owner of their area and department.
Ken Gosnell (WELL DONE: 12 Biblical Business Principles for Leaders to Grow Their Business with Kingdom Impact)
You’ll know that your company’s mission, vision, and values are being communicated effectively when you observe that your employees’ job satisfaction is high, that they have a customer service focus, and that they feel committed, loyal, and empowered. What that really means is that you need to think of everything in your business as marketing—from your business model to how you treat your employees to how you engage your investors.
Deborah A Jackson (People Practics: 17 Practical Tactics for Business & Nonprofit Success)
Motivate the Workforce. Have you identified each person’s “hot button” and focused on it? Do you work personal pride and shared purpose into most communications? Are you keeping your powder dry for those urgent moments when you may need it?   8. Embrace the Front Lines. Have you made your intent clear and empowered those around you to act? Do you regularly meet with those in direct contact with customers? Is everybody able to communicate their ideas and concerns to you?   9. Build Leadership in Others. Are all managers expected to build leadership among their subordinates? Does the company culture foster the effective exercise of leadership? Are leadership development opportunities available to most, if not all, managers? 10. Manage Relations. Is the hierarchy reduced to a minimum, and does bad news travel up? Are managers self-aware and empathetic? Are autocratic, egocentric, and irritable behaviors censured? 11. Identify Personal Implications. Do employees appreciate how the firm’s vision and strategy impact them individually? What private sacrifices will be necessary for achieving the common cause? How will the plan affect people’s personal livelihood and quality of work life? 12. Convey Your Character. Have you communicated your commitment to performance with integrity? Do those in the organization know you as a person, and do they appreciate your aspirations and your agendas? Have you been in the same room or at least on the same call with everybody who works with you during the past year? 13. Dampen Overoptimism and Excessive Pessimism. Have you prepared the organization for unlikely but extremely consequential events? Do you celebrate success but also guard against the by-products of excessive confidence? Have you paved the way not only for quarterly results but for long-term performance?
Michael Useem (The Leader's Checklist)
In the case of the former, he tries to decentralize the process. At Amazon he created what he calls “multiple paths to yes.” In other organizations, he points out, a proposal can be killed by supervisors at many levels, and it needs to pass through all those gates in order to be approved. At Amazon, employees can shop their ideas around to any of the hundreds of executives who are empowered to get to yes.
Jeff Bezos (Invent and Wander: The Collected Writings of Jeff Bezos)
The remarks by Winkler and Somaini made me think of the safety culture I observed at a nuclear power plant early in my career. The organization was run according to key values such as safety, employee empowerment (with a questioning attitude), teamwork, customer service, excellence, and diversity. These values were consciously driven throughout the organization. All employees were empowered to question any order they believed would reduce safety. Supervisors could not penalize employees for such questioning. Everyone was encouraged to think continuously of ways to improve safety. Thus, germination of grassroots ideas from people closest to the work was part of the culture. This produced a highly safety-conscious workforce, superior team spirit, a collaborative relationship between workers and management -- and an excellent safety record.
Mansur Hasib (Cybersecurity Leadership: Powering the Modern Organization)
If employees need to be empowered, it is because the system’s very design concentrates power at the top
Frederic Laloux (Reinventing Organizations: A Guide to Creating Organizations Inspired by the Next Stage of Human Consciousness)
When relationships are not nurtured by a sense of appreciation, the results are predictable:   • Team members will experience a lack of connectedness with others and with the mission of the organization.   • Workers will tend to become discouraged, feeling “There is always more to do and no one appreciates what I’m doing.”   • Often employees will begin to complain about their work, their colleagues, and their supervisor.   • Eventually, team members start to think seriously about leaving the organization and they begin to search for other employment.
Gary Chapman (The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People)
Recognition is largely about behavior. “Catch them doing what you want and recognize it,” the books say. Appreciation, conversely, focuses on performance plus the employee’s value as a person. Recognition is about improving performance and focuses on what is good for the company. Appreciation emphasizes what is good for the company and good for the person (which may sometimes mean helping them find a position that is better for them than their current role). The relational direction of recognition is top-down, coming from leadership.
Gary Chapman (The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouraging People)
social media, mobility, and analytics are not goals to attain or signals to send their customers and investors. These technologies are tools to get closer to customers, empower their employees, and transform their internal business processes.
George Westerman (Leading Digital: Turning Technology into Business Transformation)
This book will show you how to harness the power of kaizen: using small steps to accomplish large goals. Kaizen is an ancient philosophy captured in this powerful statement from the Tao Te Ching: “The journey of a thousand miles begins with a single step.” Though it is rooted in ancient philosophy, it is just as practical and effective when applied to our hectic modern lives. Kaizen has two definitions: using very small steps to improve a habit, a process, or product using very small moments to inspire new products and inventions I’ll show you how easy change can be when the brain’s preference for change is honored. You’ll discover many examples of how small steps can achieve your biggest dreams. Using kaizen, you can change bad habits, like smoking or overeating, and form good ones, like exercising or unlocking creativity. In business, you’ll learn how to motivate and empower employees in ways that will inspire them. But first, let’s examine some common beliefs about change, and how kaizen dismantles all the obstacles we may have spent years putting in our way.
Robert Maurer (One Small Step Can Change Your Life: The Kaizen Way)
What should employees do once technologies like enterprise software and the World Wide Web free them from the “paperwork mine”? Hammer and Champy offered a clear answer in Reengineering the Corporation: with the computers handling the routine, people should be empowered to exercise their judgment. “Most of the checking, reconciling, waiting, monitoring, tracking—the unproductive work . . .—is eliminated by reengineering. . . . People working in a reengineered process are, of necessity, empowered. As process team workers they are both permitted and required to think, interact, use judgment, and make decisions.
Andrew McAfee (Machine, Platform, Crowd: Harnessing Our Digital Future)
Through the process, Gilfoy discovered the most fundamental way to overcome the workforce’s inherent fear of simplicity was to explain the link between simplifying processes and expanding the company’s capacity. Simplification was a way to ensure employees could be released from administrative tasks and turn their attention to the company’s strategic priorities and, in the case of Vancity, the member experience. Less time focused on policies and process would make any company more efficient, but only as a side benefit. The real hope was that rapid cycling would empower individual employees to return to the work that matters. As Gilfoy explained, without addressing the fear that people were going to be pink-slipped at the end of the process, “We couldn’t get the same level of participation or the same level of thinking. And we certainly wouldn’t get the same level of output.
Lisa Bodell (Why Simple Wins: Escape the Complexity Trap and Get to Work That Matters)
IT leaders need to think like the anthropologist for running a people-centric organization to enchant customers, empower employees, and evolve business partners.
Pearl Zhu (100 IT Charms: Running Versatile IT to get Digital Ready)
This new level of thinking is what The 7 Habits of Highly Effective People is about. It’s a principle-centered, character-based, “inside-out” approach to personal and interpersonal effectiveness. “Inside-out” means to start first with self; even more fundamentally, to start with the most inside part of self—with your paradigms, your character, and your motives. It says if you want to have a happy marriage, be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it. If you want to have a more pleasant, cooperative teenager, be a more understanding, empathic, consistent, loving parent. If you want to have more freedom, more latitude in your job, be a more responsible, a more helpful, a more contributing employee. If you want to be trusted, be trustworthy. If you want the secondary greatness of recognized talent, focus first on primary greatness of character. The inside-out approach says that private victories precede public victories, that making and keeping promises to ourselves precedes making and keeping promises to others. It says it is futile to put personality ahead of character, to try to improve relationships with others before improving ourselves. Inside-out is a process—a continuing process of renewal based on the natural laws that govern human growth and progress. It’s an upward spiral of growth that leads to progressively higher forms of responsible independence and effective interdependence.
Stephen R. Covey (The 7 Habits of Highly Effective People)