To learn about factory floor problems, for example, you have to talk to people— and I don’t mean by just walking around. Somebody once described good management as management by walking around. Well, it helps to walk around a bit, but you do not learn about the real problems that way. When you are just wandering around, everything looks rosy. The only way to find out about problems is by talking to workers in a group setting. Just ask questions. Start off by asking, “What robs you of your pride of workmanship?” They will tell you.

W. Edwards Deming