5. Our advice

Set up a computerized surprise form, to be e-mailed to a clearly identified person. This person will report on a regular basis and provide feedback to the report writers. The confidentiality of the senders can also be guaranteed, and the document can be deposited anonymously in a dedicated mailbox.

Take advantage of this opportunity to send a deserving agent on a trip to a trade show, where he or she will undoubtedly return with ideas to examine and exploit.

Set up the simplest information-gathering procedures. This is the best way to ensure your information will last. Information is like fish: you have to eat it fresh!

Develop a sharing zone on your intranet, accessible only to your company's employees with a password (changed regularly). This culture of astonishment...