Customer Management: Empowerment takes more than a minute.

By Lucía Gato, CEO of Praxis LG Consultores

Liderazgo empresarial: Empowerment takes more than a minuteThe author of The One Minute Manager, Ken Blanchard, switches gears and tells you not to manage your employees minute-by-minute. Instead, this author, along with John P. Carlos, and Alan Randolph, advocates and explains the notion of empowerment — giving your employees the information and authority to act and make decisions on their own, within a structured set of organizational goals and values. Presented as the story of a turnaround manager getting tutored by an empowerment mentor, the book establishes the fundamentals of the (now ubiquitous) theory of empowerment in a conversational and enjoyable style.

“Everything you do is to help your people be more effective.”


A year ago, manager Marvin Potts, known as a turnaround manager, took over a new company. His strategy of centralizing all decision making wasn’t working. He realized that management thinking had to change. He saw that his company needed to be customer-driven, cost-effective, fast and flexible, and continually improving. These principles for success are fundamental, because:

  1. You must be responsive to your customers’ wants and needs.
  2. To survive in a highly competitive environment you must do far more with far less.
  3. Your frontline employees must be able to respond quickly to customers, make decisions, solve problems and act immediately.
  4. Your organization must work constantly toward improvement.

You need to be leaner and meaner, with fewer management layers. Yet to do so, you must know how to release the untapped creative energy of your people. Invite all of them to use their skills and abilities fully, and to take responsibility for doing so. Making everyone feel empowered gives them the ability to work to make the company financially sound and more responsive to customers´experience.

“People without information cannot act responsibly.

People with information are compelled to act responsibly.”


Liderazgo empresarial:Ken BlanchardThe problem is making people feel and act empowered. You can’t just tell them, “Hey, you’re empowered,” and expect them to run with it.  They won’t know how, particularly if they lack experience in leadership or making decisions. However, you can solve this problem.


This book will enable you to expand your management horizons and to learn in only a few minutes about: 1) What it means to create an empowered workforce; 2) The benefits that result from empowering your employees; 3) The key principles and steps required to make the tradition from traditional hierarchy to empowerment, and 4) How to establish and utilize teams to increase customer focus and efficiency.

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