If employees believe they have the authority to tackle goals and objectives beyond their formal job descriptions and assigned units, then when customers have legitimate complaints, empowered front-line employees can make it right immediately rather than having to wait for management to get involved.
Allowing front-line employees to resolve complaints without involving management only creates more problems and ultimately takes longer to solve problems.
mnli hypothesis: Allowing front-line employees to resolve complaints without involving management only creates more problems and ultimately takes longer to solve problems. premise: If employees believe they have the authority to tackle goals and objectives beyond their formal job descriptions and assigned units, then when customers have legitimate complaints, empowered front-line employees can make it right immediately rather than having to wait for management to get involved.