Consortium for Service Innovation: Adopting “Beyond Empowerment”

Influenced by the book Beyond Empowerment by Doug Kirkpatrick, the team at Apollo Group is using a self-management structure in their contact centers and shared services group. This shifts the role of a manager into one of a strategic leader, responsible for staff development and cross organizational relationships. This structure works very well to nurture their KCS  (Knowledge-Centered Service) culture.


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