Chapter 7

Devolving decision making

Devolving decision making is a critical element in making the transition to a more distributed and connected style of leadership. It’s also one of the more difficult, since it is natural for leaders to want to retain power in an organisation in order to control outcomes.

In this chapter we look at why pushing decision making further towards the customer is becoming such a prominent issue and how it plays out at the organisational level. An empowered culture and engaged colleagues are at the heart of this transformation, which needs to be based on providing sufficient management information, robust processes, creating a climate of trust and building capability.

Rethinking the balance of power

A husband and wife ...

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