In terms of reference,...

A

“...it.” (line 13) refers to “...problem...” (line 11)

B

“...them...” (line 13) refers to “...employees...” (line 14)

C

“...it.” (line 29) refers to “...surprise...” (line 28)

D

“they...” (line 32) refers to “...leaders...” (line 31)

E

“...that...” (line 81) refers to “...innovation.” (line 81)