It’s also imperative that leaders monitor their operations to ensure that empowerment is working. Here’s an example. A hotel advertised that its airport shuttle arrived every 20 minutes. Unfortunately, shuttles actually took closer to 30 minutes to arrive. This meant that shuttle drivers weren’t empowered to meet the 20-minute promise. Measuring how the shuttle’s performance stacked up against what guests expected was a key first step, so hotel managers talked to shuttle drivers to get their input. They rode the shuttle and timed each leg of the journey to understand where time was spent.
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