She cautions against playing tricks on customers, like getting rid of an angry English-speaking caller by transferring him to a Spanish-speaking operator, because that worker will be caught.

CNN: Dressed For Success

One goal of this approach is to eliminate non-value-added activities in Chrysler plants in a thoroughgoing way that the company never has attempted before, down to shaving steps required by an assembly-line operator to complete a given task by asking the worker to redesign the job.

FORBES: Chrysler Is Winning Once Again With Grit, Savvy And Charisma