Quality Service Management

1. Prepared by: Mr. Joshua B. Laxa
Instructor

2. Empowerment

3.  Meaning of Empowerment
 Need of Empowerment
 Approaches to Empowerment
 Randolph Empowerment Model
 Process of Employee Empowerment
 Significance of Empowerment
 Characteristics of Empowered Employee

4. MEANING
Power is a tool to pass on to those who work on
organization’s behalf.
“To empower” means to enable to allow or to permit and
can be conceived as both self- initiated and initiated by
others.
Empowerment is the process of enabling employees to
set their own work- related goals, make decisions and
solve problems within their spheres of responsibility and
authority.

5. Definition
“Empowerment is
the process of
sharing power
with employees”.

6. Need of empowerment
Powerlessness
Low self- efficacy

7. Five broad approaches to
empowerment
 Helping employees achieve
job mastery
 Allowing more control
 Providing successful role
models
 Using social reinforcement
and persuasion
 Giving emotional support

8. Characteristics of empowered
employees
 Trust
 Mutual respect
 Involve in the decision
making
 Building the corporation

9. Significance of Empowerment
 Enhances beliefs of
employees that they are
influential contributors to
the organizational success.
 Employees perceive
meaning of work.
 Employees feel competent.
 Employees derive a sense of
self-determination.
 Employees believe that they
have an impact on important
decisions.

10. Disadvantage
• Increased arrogance
• Confidential & security risk
• Lack of experience

11. Process of Empowerment
• Valuing employees
• Sharing vision
• Trust
• Provision of decision making information
• Feedback
• Solving problem
• Social reinforcement
• Training
• Emotional support

12. Benefits of Empowerment
• All ees view themselves as ‘Owners’of the business
• Improved productivity
• Creativity & Innovation
• Customer-focus
• Faster decision-making
• Organizational learning
• Making full use of Human resources-
• “Engaging the mind of every employee”

13. Degrees of Empowerment
• Total management control- No employee discretion
• Participatory management- management generally
controls the work & the context,but allow ees to make
some decisions(typically minor ones)
• Self-management- ees make most decisions
pertaining to their work and work setting

14. Organizational improvement through
employee empowerment
• First, empowerment can strengthen motivation by
providing employees with the opportunity to attain
intrinsic rewards from their work, such as a greater
sense of accomplishment and a feeling of importance.
• Intrinsic rewards such as job satisfaction and a sense
of purposeful work can be more powerful than
extrinsic rewards such as higher wages or bonuses.

15. • The second means by which employee empowerment
can increase productivity is through better decisions.
Especially when decisions require task-specific
knowledge, those on the front line can often better
identify problems.

16. Randolph’s Empowerment model
Remove
conditions of
powerlessness
(change
leadership
reward system
job) Perception of
empowerment
(competence
high value
job meaning
increased use of talent)
performance
Enhance job
related self -
efficacy
(job mastery
control &
accountability
role models
reinforcement
support)

17. Issues with Empowerment
(Managers)
• Managers misunderstand it.
• Managers only pay it “Lip Service”.
• Organizations are not prepared in terms of
structure,culture & rewards.
• Managers are displeased when empowered workers
make decisions that differ from their expectations.
• Managers expect to see results without having to
make a strong commitment or taking risks.

18. Issues with Empowerment
(Employees)
• ees need the skills and training to manage
risks and decision-making.
• Many ees don’t want the added responsibility
and accountable & are uncomfortable with
“putting their necks on the line”.
• Not all people are conscientious
enough to be empowered.

19. On empowerment…..
“ A funny thing happens when you take the
time to educate your employees, pay
them well, and treat them as equals. You
end up with extremely motivated and
enthusiastic people.”

20. Bibliography
•http://www.nptel.iitm.ac.in/courses/110105034/SM_Web/Ch1
7modified.pdf
•http://en.wikipedia.org/wiki/Empowerment
•http://www.slideshare.net/search/slideshow/?q=empowermen
t&qf=qf2&ud=any&ft=all&lang=en&sort=relevance
•http://www.slideshare.net/raj91221/savedfiles?s_title=employ
ee-empowerment-3847132&user_login=poonamgupta88
•Organization behavior by Pearson