One of the first changes was a system called Angel Reports. Supervisors and coworkers wrote up colleagues they had seen doing good work, and the reports were shared across the company every month. There was one rule: report only the good things.
The workers chose their own new uniforms from catalogs. The "Clean Center" was renamed the "Service Center."
Teams began meeting every day, and every member got a say. People were shuffled between teams so everyone could learn from everyone else.
None of it worked overnight. "It won't change easily," Yabe said, "but someday it will surely change."