Empowerment strengthens the rock

Northeastern Group Operations, the largest business unit within the Prudential Insurance Co.'s Group Department, found that the key to creating a new work environment that would promote both customer satisfaction and its operational improvement goal was to unleash the power of the existing staf...

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Bibliographic Details
Published in:Management review (Saranac Lake, New York) New York), 1991-12, Vol.80 (12), p.34
Main Author: Fleming, Peter C
Format: Magazinearticle
Language:English
Subjects:
Business planning
Business plans
Case studies
Characteristics
Communication
Consumer confidence
Corporate culture
Cost control
Cost reduction
Customer relations
Customer satisfaction
Customer services
Decision making
Employee involvement
Employee training
Employees
Employment
Empowerment
Innovations
Insurance companies
Internal customers
Management
Objectives
Problem solving
Product design
Productivity
Success
Surveys
Teams
Training
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Summary:Northeastern Group Operations, the largest business unit within the Prudential Insurance Co.'s Group Department, found that the key to creating a new work environment that would promote both customer satisfaction and its operational improvement goal was to unleash the power of the existing staff. Consulting company United Research conducted a series of analytic studies to establish Northeastern's organizational model; the barriers to higher satisfaction and lower cost were also highlighted. It was learned that empowerment required a wholesale transformation of the corporate culture, a transformation that involved all employees regardless of level, function, or geographic location. Recognizing that employees need a broad mix of skills to be empowered for action, the group is supporting its empowerment initiative with an ambitious training program developed with United Research and involving the entire organization.
ISSN:0025-1895