5 When MeasurementObstructs GoodJudgment

MEASURES AND THE MEASUREMENT process, especially badly designed or unnecessarily complex measurement systems, are among the biggest barriers to turning knowledge into action. In our field research, we encountered example after example of measurement processes that fueled destructive behavior inside organizations. What is even more striking, however, is that when we encountered counterproductive measurement practices, managers often recognized and complained bitterly about them and described to us why and how they should be changed. Yet the use of such unproductive measures persisted.

This chapter has three objectives. First, we document the problems that measurements create in turning knowledge into ...

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