At Tom's Automotive Repair, the mechanics rarely interacted directly with customers. Work orders were processed by the customer service department and passed on to the mechanics. After experiencing excessive customer complaints about the poor quality of work, Tom realized he was not motivating his mechanics to do quality work. To rectify the situation, Tom designated all of his employees as customer service representatives. The mechanics' roles were expanded to include direct customer contact. This motivational technique is called

Employee empowerment refers to the authority given to the employees to take a certain decision on behalf of the organization. The employees are offered specific tasks in which they are assigned to initiate and take certain decisions. Such form of initiatives helps the employees to solve the problems and issues with responsibility. Also, this helps in the increase in productivity as the employees complete the given tasks with commitment and satisfaction altogether.