An empirical study on empowering private bank workers using EFQM

Empowering workers play an essential role on increasing productivity in any organization. The service industries such as insurance companies or banks mostly rely on their own people to retain their customers and incomes. The recent increasing trend on the number of private banks in Iran has increased competition among existing banks. The banking industry strives to empower its employees as much as possible in an attempt to maintain market share by not losing its customers. In this paper, we present an empirical study to detect the most important factors empowering bank employees. The study is implemented for a recently established private bank with 228 people with 32 questions where 15 questions are focused on empowering employees. The results are analyzed using statistical tests and descriptive methods. The results indicate that leadership, academic qualification, appropriate policy and strategy, cooperation and processes play important role on empowering and enabling bankʹs employee.