Well, I've working with the Department of Veterans Affairs, helping to get some momentum behind the idea that the rank and file knows what's going on and how to fix it.
Turns out that this Sam Walton guy's really smart, advising the public sector on something that can be learned from the private sector:
The folks on the front lines – the ones who actually talk to the customer – are the only ones who really know what’s going on out there. The two most important words I ever wrote were on that first Wal-Mart sign, ‘Satisfaction Guaranteed’. They’re still up there, and they have made all the difference. Each Wal-Mart store should reflect the values of its customers and support the vision they hold for their community.