Several organizations chose empowerment strategies that are not appropriate to their particular business operations, needs, and circumstances. They were not able to form a suitable combination of the needs of their organization and the most appropriate empowerment strategies. On the other hand, there are companies that we’re able to successfully adopt empowerment strategies, such as the Ritz-Carlton Hotel Company.
The Ritz-Carlton Hotel Company was based on the ideals of innovative customer service and is widely known for pleasure-seeking comfort and luxury. The Ritz-Carlton is a pioneer in employee training. It has transformed the service industry by achieving the Malcolm Baldrige National Quality Award. It was the only hotel company to receive the prestigious award. Currently, the Ritz-Carlton Hotel Company is supervised by Marriott International, Inc., a top international hospitality company. Mr. Marriott has created an approach that places emphasis on their human resources and provides greater satisfaction and value for the company and its employees: “1. Get it right the first time, 2. Money isn’t the only thing, 3. Create a caring workplace, 4. Promote from within, and 5. Build your brand”. Empowering employees and improving customer service were the thrusts underlying the self-motivated and autonomous work teams at the Ritz-Carlton Company.
After receiving the Malcolm Baldrige Award, the Ritz-Carlton Company realized that empowering their employees, especially their front-line staff, would further motivate the staff and create an excellent customer service. With these objectives in mind, the company’s executive group embarked on an empowerment program. After a thorough assessment of existing processes in each department, the executive group discovered several management duties for potential reassignment to hourly staff. These involved projecting budgets, interviewing and choosing members of the team, collecting payroll accounts, and creating work schedules. The company created a mission statement that was approved by the entire staff.