Careers
The key to great customer service is employee empowerment.
At Catapult Systems, the first question we ask ourselves before making a business decision is “Is it right for the customer?” In fact, this question drives every aspect of our corporate culture. Researching and delivering what’s right for our customers has been central to Catapult’s success since we were founded in 1993.
To achieve and sustain customer success, Catapult Systems has taken the road less traveled: employee empowerment. This philosophy gives Catapult employees several important capabilities, including the ability to respond intelligently and independently to customer needs and make critical decisions on-the-spot. Most importantly, empowerment leads to higher levels of employee satisfaction and retention and therefore, long-term, high-quality customer service.
As a result, the answer to the question “Is it right for the customer?” is not contained in a company policy or procedures manual. Instead, we encourage all of our employees to be independent thinkers, self-starters and confident decision-makers. To foster this objective, Catapult screens and hires new employees carefully, then develops and supports them in its unique culture of empowerment |
Catapult's Rules of Empowerment
We expect our employees to make critical business decisions without having to ask for management approval.
If an employee has an idea to improve a work process or needs to make an on-the-spot decision, they ask themselves:
- Is it right for the customer?
- Is it right for Catapult Systems?
- Is it ethical?
- Is it in line with Catapult’s Core Values?
- Are you willing to be held personally accountable for your decision?
If the answer to all five questions is “yes,”
don’t ask, just do it. |