CHAPTER 3
Master the Metrics Maze
“Play to win and you will find yourself taking violent exercise; play because it is good for you and you will not.”
–C. S. LEWIS, OUR ENGLISH SYLLABUS
Your customer doesn’t care what you received on your internal scorecard. No employee can concentrate on 27 metrics at a time. Managers who win well pick a few meaningful measurements that encourage the right behaviors and make it tough to manipulate the stats just to get a short-term lift with no real improvement. They understand that the score is not the game. Most managers don’t start here, however; instead, they drown in data and use it the wrong way.
• • •
Sarah winced as the hourly stack rankings beeped through her smartphone.
She didn’t have to say a word. ...
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