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.”


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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