Ben wanted the value of continuous improvement and innovation to become embodied in every part of his company. He wanted everyone thinking about better ways to do things. To start the ball rolling, he decided that he would talk, one-on-one, with as many people in the company as he could. One day he met with a manufacturing manager, and another day he met with a janitor. He had a conversation with the person who was the last one on the line before the product went to the customer, and he talked to the customer-service representatives. Every day he talked to someone. During these conversations, he ...

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