You create a cross$-$functional group to bring together information from all parts of the company so that what the company is doing can be compared with what clients want.

Capability development C Until now, customer service representatives have had to get two levels of management approval before issuing a refund to an unhappy customer. You decide that their direct supervisor can approve refunds as long as certain guidelines are followed.

Clout D You started monthly $2-$hour training sessions that cover everything from how to create a basic program in Python to how to move boxes safely. You invite every employee in the company to participate in every training session to make sure that all of your employees gain the skills they need.

Connection E In the past, you have held staff meetings once a week. Now you set aside one staff meeting a month to gather information from outside the organization. You invite customers, suppliers, collaborators, and even competitors to come to this staff meeting and talk about the latest trends in the industry