Question

Albert works as a server for a restaurant that gives him a certain amount of autonomy. For example, if customers complain about their meal, Albert is allowed to provide them with a free dessert or otherwise compensate them as he deems appropriate. He does not need to check with management before he makes his decision. In this case, the restaurant Albert works for is promoting better service quality through strict regulations.

a. reduction of defects.
b. touchpoints.
c. cinnovation.
d. empowerment.

Answer 1

Answer: d. empowerment

Explanation:

Empowerment is known to be the procedure through which an employee in an organization is given the right to exercise his authority over organizational tasks and take decisions in order to promote the goals of the organization without consulting anyone. As a result, employees take part in the process of decision making in the organization and the quality of service is enhanced. Thus, the employee is accountable for the end result of the decision he or she take.