"When I took command of Benfold, I realized that no one, including me, is capable of making every decision. I would have to train my people to think and make judgments on their own. Empowering means defining the parameters in which people are allowed to operate, and then setting them free.
But how free was free? Where were the limits?
I chose my line in the sand. Whenever the consequences of a decision had the potential to kill or injure someone, waste taxpayers' money, or damage the ship, I had to be consulted. Short of those contingencies, the crew was authorized to make their own decisions." -- Captain Abrashoff
The retention rate of his ship jumped from 28 to 100 percent and stayed there!
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