One of the perpetuating myths about decision capabilities and steering the organization is that growth is in the hands of a few – the strategic and tactical analysts and the decision-makers. The core reason for such a myth was because complex decision support systems, data warehouses and analytical tools were only provided to senior management.
In contrast, for the last few years we have witnessed increasing numbers of people within an organization making decisions at the operational levels, be it logistics operations on the ground, customer care center representatives interacting and resolving critical customer queries and complaints, or bank representatives at the branch opening accounts and cross-selling insurance and other loan policies to customers, or marketing teams doing promotional campaigns and providing customer offers on the spot.
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