“An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.”
Stephen R. Covey
An organization is built out of people, and it is common knowledge that your organization is only as good as your employees are. The biggest influence on the behavior and performance of people is the way they are lead. You cannot manage people; you only can lead people. An empowered organization starts with its management having the ability to empower. It has an organization structure, processes and management in place to facilitate the empowerment of the employees to give an excellent service to their customers.