Interesting case study on how to engage employees for great results

The case study in the below link shows how asking employees for ideas to make small reductions to customer wait time led to great results. Innovation is not limited to big ideas, but also to accumulated small ideas!

https://sloanreview.mit.edu/case-study/redefining-performance-management-at-dbs-bank/#:~:text=DBS%20Bank%20has%20revitalized%20its%20performance%20management,improve%20efficiency%2C%20and%20enhance%20the%20customer%20experience