Chapter 4. Know: What Do Employees Need to Know to Take Action?
"If you just told me that crooked labels were no good, I could have saved us a lot of money."
That's what an employee told her supervisor when technicians started to install an expensive new camera system on her beer bottling line. The camera would spot crooked labels and sort them out of production.
"I stand here all day and watch them go by," she said. "It wouldn't be hard to pull them."
She just hadn't known that crooked labels were a problem—or at least that they were her problem. A manager might think it's obvious—a crooked label is a crooked label. The employee had a different perspective, though. "The beer is still good," she said. "Who would throw out perfectly good beer because ...
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