In recent years, organizations have identified the benefits of employee empowerment programs: empowered employees are able to solve customer and organizational problems promptly and professionally. The management at the Burswood Resort Hotel in Western Australia recognized that they wanted to...

Discusses the importance of bringing to the awareness of all employees the “unwritten ground rules” (UGRs) that operate in an organization. UGRs can be used to transform an organization’s culture to a new set of ground rules that directly reinforce behaviours that contribute to strategic...