In the realignment, in contrast, Karl’s most important early win was to raise people’s awareness of the need for change. He accomplished that by putting more emphasis on facts and figures; he revamped the company’s performance metrics in manufacturing and customer service to focus employees’ attention on critical weaknesses in those areas, and he also introduced external benchmarks and hard-nosed assessments by respected consultants—drawing on impartial voices from outside the company to help make his case.
