Lesson Seven: The Balancing Act of Delegation

Reams have been written - and countless electrons harassed - about delegation.  Here is the simple, most immediately effective, non-philosophical version.

Successful delegation requires only two features:

- Responsibility and authority must exist in equal measure.

- The ultimate responsibility still belongs to the supervisor.

The second feature is easy.  The first, not so at all.  Or rather, it's easy, but doesn't appear so.  Here are the six levels of delegation, with the best, of course, coming  last.

1.  The boss requests information, then evaluates, decides, and assigns action.  Most unskilled supervisors get stuck here and never move further.

"What's the problem?  Okay, we'll fix it this way.  George, do this; Mary, do that; Sanjay, do this other thing."


2. The boss requests information and suggestions, then evaluates, decides and assigns action.


"What's the problem?  Any ideas about how to solve it?  Okay, George...."

3.  The Boss defines objectives and limitations.  All agree on implementation.

"What's the problem?  Here is the solution we need and here are the limits.  Can we do this?  How?  Okay, George..."

 4.  Boss defines objectives and limitations, studies and agrees to suggestions.  Employees implement.

"What's the problem?  Here is the solution we need and here are the limits.  What can we do to get there?  Great.  Let's try that."


5.  Boss defines objectives and limitations.  Employees evaluate, decide, act and report afterwards.

"What's the problem?  Here are our objectives and here are our limits.  Let me know how it goes."


6.   (IDEAL) Boss and employees together define objectives.  Employees evaluate, decide, act.

"What are our objectives?  Do we all agree?  Great.  Go for it.  Let me know if you need my help."


Here is an example of bad delegation:

"What are all those people doing outside?  Get rid of them!"
A little later:
"Why don't we have any customers in here?  You sent them away?  What?!  You were supposed to figure out how to get them in and take care of them!"


And good delegation:
"So we agree that we are essentially a customer service organization.  Are we serving our customers in the best ways?  Can we define the word "best" and apply it?  Great.  Let me know what I can do to help.  I look forward to hearing what you decide and how it's working."