Empowerment is now a pervasive part of our business and HR language and has been for some time, but still we are being urged more and more to empower workforces to contribute to organisation success through higher levels of customer satisfaction.
My first recollection of what is now considered empowerment in action was in the wonderful books, In Search of Excellence (1982) and a Passion for Excellence (1985), where Tom Peters and his colleagues Robert Waterman and Nancy Austin radicalised the thinking of management away from strategy to the softer issues of management and not just hard-headed rationality. The books showcase case studies of organisations who got the notion of action rather than a strategy, staying close to people and
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