Chart showing percentages of employees who have the authority to take certain actions.
Here's what employee empowerment looks like from the trenches. Workers in small businesses were more likely to feel they had authority to take action than those at large companies were, and more likely to believe that management would approve.
Percentage who say they have the authority to take this action:
Small businesses employees
Large businesses employees
Stop work in progress to correct a problem
Intervene on a customer's behalf
Rework a product or redo a service
Make an exception to procedures
Refund money or authorize credit
Source: "Employee Attitudes on Teamwork, Empowerment, and Quality Improvement," a survey conducted by the Gallup Organization for the American Society for Quality Control, Milwaukee, October 1993.