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Welcome to Orcmid's Lair, the playground for family connections, pastimes, and scholarly vocation -- the collected professional and recreational work of Dennis E. Hamilton
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2007-03-27
When Your Team Owns the BusinessMarquee de Sells: Chris's insight outlet.
I often run into conversations about what it is to be empowered and to own the business. These seem to come out of team-building exercises, off-sites, and programs to inspire employees to “own” the business. I suspect that this is often deflected as corporate sloganeering and management manipulation of the workforce. Embracing the vision and the mission statement as your own doesn’t seem to be in high repute. Maybe. And maybe there is something to owning something bigger than yourself — behaving as if it is yours and it is up to you to have it work. What does it look like when someone owns the business and is empowered to act accordingly? Read the full Chris Sells blog entry on “The Microsoft ‘Sells’ Department.” It cracks me up that this wonderfully-handled situation arose as the result of a voice-recognition error with an automated telephone system. I just had to deal with a voice-recognition phone-menu tree that, naturally, had no category for what I was calling about and then took me through another tree when I finally got it to understand that I wanted to speak to a person. It all worked out, but as it was about health services for retired employees, I don’t think there is much empowerment and certainly no ownership reflected in that experience. I hacked my way to a good result, and the humans were extremely helpful. But seeing the Chris Sells Customer Support operation in action was a great antidote for the aftertaste of my experience in an unrelated situation (and different company). Comments: Post a Comment |
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