I added a system called an audit exchange, in which managers of different resorts or parks spend a day auditing the operations of their peers. On the premise that it is easier to see with fresh eyes when we’re outside our usual frame of reference, we told the resort and park managers to look for weaknesses in one another’s controls, costs, and procedures. They spent the day visiting different departments, asking questions of the department managers and frontline staff, and observing operations. The results were excellent: Not only did the managers spot flaws in the operations they visited, but
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