What's the Recipe for Success?

A lot of the companies that Racheche and I work with actually don't have at least a common understanding of the recipe or management philosophy that they are pursuing. So where should I be spending my time? If I had an incremental hour, should I be on the front line trying to get an hour's worth of improvement out of the front line crew there? Or should I spend an hour of my time really investing and trying to understand the next generation of insights from a customer focus group? That has pretty significant implications for the alignment of a round.