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>the line workers had the ability to fix the problem all along

Yes they had the ability, but did the line workers know that empty boxes being shipped was a problem?

There is no solution without a problem.

They most likely didn't. My father used to be sent around as a trouble shooter and would tell stories of managers never setting foot on the factory floor to talk to the workers.

Are the workers so stupid that they think shipping empty boxes is normal?

Common sense is not always wrong.

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