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Business Process Management: Profiting From Process by Roger T. Burlton

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Questioning Control

One difficult aspect within organizational change today involves control and decision-making authority. For the past couple of decades, companies have tried every trendy motivational model, but the key aspect behind many of them involves how much empowerment is given to the service providers and other workers. Many organizations have tried and abandoned excellence, team, or empowerment programs, finding that they were driving unfocused behavior and lacked cross-organizational cooperation. Our experience has been that empowerment works when staff are encouraged to deliver defined results for stakeholders and when they are measured against the outcomes for those stakeholders. However, staff must be able to determine how they ...

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