Bina is president of Stalks and Stems, a chain of garden supply stores. When she ran just one store herself, she made all of the decisions and could tightly control the high quality products and superior customer service she wanted. Now she has several managers in her employ. Last year they did a great job cutting costs for the organization, but she was unhappy about some of the inferior merchandise at her stores, and that some low-paid service employees didn't seem to care. Bina's mistake may have been

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