Ben Yoskovitz on The Instigator Blog published a nice piece on delegation, apparently inspired by something I wrote here about the power of a good story.
There's no app for delegation -- but there are some great guidelines, and I like these a lot.
One of the things I have consistently encountered in organizations struggling to deliver a good customer experience is weak delegation. No one is allowed to do or decide anything.
You'll find just the opposite in leading organizations, for the most part. Within clearly specified limits, people can do whatever they think is right, using their own judgement.
