Empowerment breeds contentment at Happy Computers : Employees encouraged to trust their own judgment

Purpose – In the first of two articles, describes the unusual HR practices that have brought success to UK computer‐training company Happy Computers. Design/methodology/approach – Explains how the company has a no‐blame culture, trusting its people and giving them genuine freedom to do things the way they think is best, while providing a clear framework in which to operate. Findings – Highlights the importance of experimentation to learning and innovation, and of giving people the information they need to take responsibility. Practical implications – Outlines a refreshing approach to human‐resource management that many larger companies could learn from. Originality/value – Advances the view that a degree is rarely a key requirement in any job outside of universities.