Organisational dilemmas on centralising and customising

Centralise to internalise (control) and keep confidentiality (need to know). Decentralise to externalise. Decentralising isn’t just empowering people to use judgement. But sharing the organisational values too.

Empowering front line staff risks disempowering service consistency and powers up the complaints department (expectations of customisation rise).

Deciding to service the growing long tail of customer demand by empowering front line staff (not digital automation) is like pouring petrol on a growing blaze.

When thinking about the staff training budget, perhaps the best investment in staff training comes from their interactions with customers. It also provides service, gathers market research on emerging demand and builds customer loyalty.


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