A First Course in Quality Engineering, 2nd Edition

Managing for Quality 385

6.1.6 Empowerment

Empowerment is allowing employees, at all ranks, to make decisions relat-

ing to quality, customer satisfaction, employee satisfaction, and waste reduc-

tion within an organization� This is the opposite of the situation in which

workers do only what management tells them, and all decision making is the

responsibility of the supervisors�

Empowered employees have a sense of ownership in the organization, and

they feel committed to the goals, mission, and vision of the organization�

They make decisions relative to product quality and customer satisfaction

without waiting for the approval of supervisors� ...