This is a banking story, but it could just as well have been a story about jet engine manufacturing, theme park ride design, subway train operation or scuba-diving instruction. All roles demand some level of accuracy or safety, and therefore, all roles require employees to execute some standardized steps. Great managers know that it is their responsibility to ensure that their employees know these steps and can execute them perfectly. If that flies in the face of individuality, so be it. Unrestrained empowerment can be a value killer.
