Today, we have moved well beyond the time when decisions were made at the top of an organisation and then passed ‘down the line’ to ground floor operatives. In modern organisations, important decisions need to be made by individual employees who are directly involved in production processes and interact face-to-face with customers. The term associated with this change is ‘empowerment.’ Many modern employees are ‘empowered’ to think things through for themselves and take the appropriate actions. This involves a higher level of ‘trust’ in employees…

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