MBWA (Managing by Walking Around)

In an excerpt from their new book, A Passion for Excellence, the authors show how managers at all levels can be more effective through MBWA (Managing By Walking Around). This process involves listening to your customers, keeping in touch with your people (staff), and paying attention to innovation. MBWA means spending time away from your desk or office and really listening—which is both the most obvious and hardest thing to do, but which is the mark of leadership and excellence.