We can't just tell employees to get involved in improving their work. Then we can create systems that allow them to share ideas and take action on behalf of customers without getting penalized.
Empowerment is an important condition, but empowerment without focus is anarchy.
Generally, people expected to achieve results were empowered to fulfill that responsibility. Organizational capacity concerns the commitment of people to an organizational ideal as a necessary ingredient of success. Ensure that staff have necessary knowledge, skills, and tools for success. Provide whatever training is needed to ensure achievement of objectives. Emphasize process management as a way of ensuring that inefficient and ineffective processes do not get in the way of the drive to success.