She went on a listening tour of the company and its far-off markets to find out how things were actually run and who those go-to people were. As she put together her strategy, they—not the top executives—were the ones she consulted. She asked the employees what they loved about the company and what they hated. Finally, she spent time thinking about how to dismantle the hierarchy and close the communications gap between the white- and blue-collar workers.
