Today you noted — again — that the metrics in a specific area or department haven’t hit their target. It’s time to head out onto the floor to observe and inquire. Watch the associates performing tasks, then ask them why they’re doing what they do. Most of the time the response will be: “Because we’ve always done it this way.” That’s your cue to re-evaluate the status quo. As part of the investigation, don’t neglect to ask associates for feedback and ideas. As the people who do the work every day, they are a tremendous (and often overlooked) resource for ideas about ways to work smarter.