Terry redesigned his packaging process so that the boxes emerged perfectly square. This change allowed the warehouse department to improve its throughput and the trucks to depart on time. Terry didn’t have to take that initiative. He could have confined himself to an inside-out view, paying attention only to the number of boxes he processed. Because he focused on adding value and not simply fulfilling his job specification, he scored as one of the best performers in our study (top 15 percent).
