You own the business. You’re there everyday. You think you know what is going on because you walk by desks and see the financials. But what’s on those financials is a result of the small things … the things you can’t see unless you look close … very close.
Look at how your people are engaging customers, the work, and each other. Look at the transactions and processes that are repeated every day, every hour, and every minute.
Slow down, get in there, and observe closely. Ask why, study it, and look outside your business to learn about how others do it. Then when you finally take action to make improvements (or have others do it), it’s likely to be the right decision.