Corporate struggle to replace middle managers

Beyond the roles of managers and human resources is the rules and responsibilities of the entire culture to be ethical and create value. Customer service has been in-part replaced by automation process and (Information Technology) IT, through integrated Customer Relational Management (CRM) systems Boulding et, al. (2005). The necessary process for creating a culture with high quality standards is proper training and clear messages from management of the expectations (Naude et al., 2010). Empirical research has revealed lapse in judgment for corporate standards when employees were under supervised and no clear expectation was set. For such a lapse in judgment many organizations began to empower employees to make mid level decisions to satisfy customers without manager approval. But the problem remains when employees lack the skill set to execute such decisions empowerment becomes useless. I was in management at companies that used the empowerment management theory and still spent a great deal of time reassuring consumers of their priority and disciplining employees who failed to put them first.