In one of my job interviews for the post of Training Manager at Telenor, I was given 10 minutes to think and come up with a logical answer to the question that should a company allow its employees to break the rules of the organization? I came up with the following conclusion which I am sharing here:
If we look at the above two pictures the horse in the cart has blinds on its eyes whereas the lone horse is without blinds.
The horse with the cart runs in the cities and there is a probability if a youngster with silencers removed from his bike may accelerate near the cart and the horse can get out of the control of the cart escort.
The horse with the single rider usually travels in suburbs and in many cowboy movies, we have seen that if someone is killed during an encounter outside the village, the body of the deceased is put on the saddle and the horse is left on its own to get back to the village where the dead person belongs. It is possible only because, the horse doesn’t have blinds on its eyes, so its easy for him to locate the direction of his destination.
Same analogy is applied here to share with you the concept of vision.
The staff at the operational level in management hierarchy in the company is required to be focused and not allowed to break the laws as the staff at the operational level does not have the VISION which the strategic management has set for the organization, whereas the tactical management is given shared vision of the company to lead the organization to achieve its strategic goals. It helps the strategic management to ponder and come up with policies and long term plans for the growth and sustainability of the organization.
So the operational staff is required not to violate the rules of the organization, tactical management may be allowed to deviate from the rules, if they think they can retain the prospective customer in the long run (i.e. if a small benefit given to the customer will help retain the customer then the tactical staff be given the liberty to do so).
The strategic management is supposed to remain focused on developing strategies for the sustainable long term growth of the organization.