Rules, flexibility and empowerment
Rules are good for every organization. They ensure that most activities are done within a framework. They serve as a guide to all. However, in several smaller organizations, one should see how rules can be flexed (within a right framework and context) and how empowerment and training is important for this. When this is not done, a mid-level / junior employee is the one that usually faces the wrath of customers / visitors / clients. And importantly the clients then talk ill of the organization as a whole. In a way they are right. The employee concerned is doing what…