Most companies, if they solicit employee ideas at all, essentially just set up a suggestion box, which employees know from experience is where ideas go to die. But innovation is not an option- it';s the key to survival. And innovation needs new ideas. So where are those ideas going to come from?
Using nuerous examples, Robinson and Schroeder argue that the employees who interact directly with your customers, make your products, and provide your services are in the best position to see where problems exist and what improvements and new offerings would have the most impact.
