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| 64.
Responsibility Must Be Matched By Authority
| Responsibility must always be matched by authority if delegation is to work at all. When authority does not match responsibility, delegation fails. Without authority, the receiver of directions cannot make decisions without approval from above – ergo nothing has been delegated.
A reminder - effective delegation requires clearly defined and quantified expectations. However, once expectations are communicated unambiguously, authority must also be delegated to match the assigned responsibilities.
Organizations that are effective push decision-making down to the lowest possible level – that level where the capability exists to make a high-quality decision. Customers are frequently lost simply because a company representative can not authorize a relatively small refund which might save a client worth thousands of dollars in revenue each year.
And significantly, those companies who chose to empower their people are the best places to work. Think back over the companies for whom you have worked and you know this is true! A company that matches responsibility with authority offers the best environment and the biggest bonuses! |
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