I watched CBS's Undercover Boss last night. I'd recommend it as a thought-provoking case study in understanding your business. The first episode showed Larry O'Donnell, President and COO of Waste Management taking on line jobs such as sorting trash at a recycling center, cleaning portable toilets and collecting residential trash.
Let me not spoil the show for you. I'll just say, he gains insight into how upper management policies impact the real people doing the work. While much of this show may be contrived, the simple idea of understanding the day-to-day work of your teams can have great value to your success as a leader.