Kim & Mauborgne: The senior managers talk directly with employees. Typically, the team in charge of conducting interviews at the three management levels of senior, middle and frontline is composed of 12-15 senior managers who are chosen across functions and recognized as good leaders in the company. Divided into subteams, these senior managers interview relevant leadership customers – both bosses and subordinates at respective levels. The subteam at the frontline level therefore interviews both the bosses of frontline managers and employees directly. The added benefit of this process is that senior managers gain a visceral feel for the pulse of the organization from top to bottom and build trust in employees.