"Shop Floor" Management
The basis of manufacturing is the shop floor. The basis of sales is also the "shop" where we meet with our customers.
When a problem occurs, we must at once return to the site of the problem. No matter how we theorize or rationalize away from the shop, we'll never solve the problem anywhere else.
We often say that the site of a mystery holds a treasure trove of clues. That is where pertinent information is found. Frequenting the site gives us clues not only to the solution, but also to improving productivity and quality, as well as gaining new orders. This is true of all operations -- not just production or sales.