What does flexibility really mean?

Considering the competitive environment today, companies KNOW they must be flexible and responsive, in-touch, and "on the grid" at all times. Yet it seems we have a problem achieving that. Here we are in the century Walter Cronkite hyped while I was a kid. Here in the age of instant communications, connectivity, and streaming video, we have the opportunity to leverage our own creativity to achieve the competitiveness that will differentiate us.

Yet, something gets in the way. I believe it's fear.

We put procedures in place that stifle responsiveness. We limit our creativity by ensuring we have all the "approvals" necessary to cover our butts. We can't be responsive because we have to have assurance that what we are doing has the blessing of our superiors. This attitude of minimal trust, and cover-your-backside behavior undermines customer service. It frustrates those who seek excellence.

Why does this exist?

Management has not yet learned to push decision making and authority down to the level of those who actually engage with the customer. They think they have to have the "final authority."

Let's ask why again. Why is this?

Vision, or the lack thereof. If vision is lacking, not practiced, or poorly understood, subordinates have no framework for, or context within which to make decisions. Thus, they "CANNOT BE TRUSTED" to make the right choices.

So, as to why, again let's ask...Why is there often a lack of vision?

I've always thought vision was the product of leadership. Does that mean we lack leadership? You tell me.