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BLUF: People Matter.

Undercover Boss is  TV show, not a book.  I caught it on hulu.  

I think it is interesting that most of the bosses wanted to see about the process and what people thought and realized that people matter.  Also, if you think about it, the people they changed the lives of will remember this forever.  

-Edwin

P.S.  You can skip the last segment.  Just a summary.