Chapter 14
3Ms: Manage to the Measure
If you cannot measure it, you cannot control it.
John Grebe1
Fine, fine; don’t do anything to patch it up. The way things are going, gangrene will set in. Then we can amputate and clean up the problem once and for all.
John Grebe2
Managers taking action was more effective than their communicating about actions taken … Managers would be well advised to take action—preferably substantive and intense action—in response to frontline workers’ communications about problems.
Anita L. Tucker and Sara J. Singer3
The Scoreboard
The 3Ms are not worth anything if no one sees the measures. Imagine walking into a sports stadium after the event has started and hearing the crowd cheering. What’s the first thing you look ...
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