They would observe a lot by watching! 

A famous American professional baseball catcher Yogi Berra once said: “You can observe a lot by watching.” This short funny quote hides a powerful truth that could easily be translated into the life of organizations. What do I mean by this? Well, I strongly believe that organizations would greatly benefit if managers used less time in their offices detached from operations and spent more time in the field watching interactions between their customers and front-line employees. They would observe a lot by watching!