anchor: 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.
positive: Employees who feel empowered by having authority beyond their formal job descriptions can resolve complaints quickly without involving management.
negative: Allowing front-line employees to resolve complaints without involving management only creates more problems and ultimately takes longer to solve problems.