“• Ask front liners to use it to evaluate your unit’s policies, procedures, and general “ways of doing things.” Are they consistent with the vision? Do they really help get things done for the customers? If not, where do they interfere with giving good service? And how can they be changed? • Hold “what’s stupid around here?” meetings. Use the vision statement to help identify outmoded practices, timewasters, repeated trouble spots, and customer-vexing aspects of your business that make you look dumb to your customers—and each other. • Set “stop, start, and measure” objectives. Perhaps once a quarter, ask every employee to come with a list of items under three headings: 1. Things we should stop doing around here 2. Things we should start doing around here 3. Things we don’t track or measure—but should”