McKinsey article by Randy Cook and Alison Jenkins

Organisations cannot improve unless they consistently seek out and solve their problems. For most, that means undertaking a profound cultural change - which must begin from the top.

When a company engages its people in problem solving as part of their daily work, they feel more motivated, they do their jobs better the organisation's performance improves, an a virtuous cycle starts to turn. Such an approach can tap enormous potential for the company and its customers.