In terms of reference,
“...it.” (line 13) refers to “...problem...” (line 11)
“...them...” (line 13) refers to “...employees...” (line 14)
“...it.” (line 29) refers to “...surprise...” (line 28)
“they...” (line 32) refers to “...leaders...” (line 31)
“...that...” (line 81) refers to “...innovation.” (line 81)