Book Excerpt: Undercover Boss

Chris McCann, second-in-charge at 1-800-Flowers.com (FLWS), learned business lessons both micro and macro when he labored incognito on the production line at a Fannie May factory for the CBS reality TV show Undercover Boss in early 2010. At Fannie May, the candy business his Carle Place (N.Y.)-based company acquired in 2006, he realized the importance of including front-line workers in the decision-making process for determining production goals. "Most of the time they'll set a higher goal than what I would have come up with on my own," says McCann, president and COO of 1-800-Flowers.com.

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