Editor's Note Among The Best

"We make it a point to be routinely involved," he says.

With management and employees teamed like this, animosity between the two has virtually disappeared, Leech reports. He says employees take more interest in their jobs because of the flexibility and responsibility they've been entrusted with. This has dramatically reduced turnover. It has also aided the shop's survival: quality has risen, errors have dropped, the shop is kept clean and customers are pleased.