I've watched some of them in the past when CBS would show it, and yeah, I cry at the end, too. If only more high-level executives would go "undercover" to see what REALLY goes on "in the trenches" or "on the front lines," maybe things would improve. Several years ago, I used to submit paperwork that was eventually supposed to generate a purchase order. The system that I had to use was not intuitive or user friendly and the "training" was useless, as was the User's Manual. I remember sitting at my desk and thinking of that show, and wishing that our CEO could see what it was like to get something done. Oh well . . .
