Years later, as Joe was touring his own operation, he realized the confidence the Hershey organization must have had in their people as literally thousands of people walked through their factory each day while they made their famous chocolate bars. Joe wondered, Can a customer walk through my operation unannounced and still be impressed with my organization? Joe asked himself, Do I run a Hershey factory? Can my customers walk through my operations anytime and would they be proud of what they saw? From that day, Joe challenged himself and his staff to inspire those in their care to be as
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