The Five Dysfunctions of a Team: A Leadership Fable

Chapter 21. GOALS

Kathryn then broke everyone into groups of two or three and asked each group to propose a list of results categories that might serve as the team's scoreboard. "Don't quantify any of this yet; just create the categories."

Within the hour, the group had generated more than fifteen different kinds of results categories. By combining some and eliminating others, they narrowed them to seven: revenue, expenses, new customer acquisition, current customer satisfaction, employee retention, market awareness, and product quality. They also decided that these should be measured monthly, because waiting a full quarter to track results didn't give them enough opportunities to detect problems and alter activities sufficiently.

Unfortunately, ...