Customer-driven organizations require managers to closely direct and control their employees.
Customer-driven organizations will exceed their customers' expectations by empowering their front line employees.The movement toward empowerment suggests that lower level workers are likely to assume more responsibility in the future,while managers will give up some of their authority.Managers must train frontline people to make decisions without the need to consult managers.

Question

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Customer-driven organizations focus on empowering employees rather than closely directing and controlling them. This empowerment allows employees to make decisions and take responsibility, which can lead to exceeding customer expectations.

Customer-Driven Organizations Require Managers to Closely Direct and Control Their