The quoted paragraph from Ordóñez, Schweitzer, Galinsky, and Bazerman's "Goals Gone Wild.." article is very pertinent, and highlights the importance of thinking through what's measured and the implications (intended and otherwise).
I have seen examples where measures have influenced behaviour and deflected effort and focus from more fundamental strategic goals; including where measures have been so diluted from the underlying intent that the latter has been lost as people just meet their obligations to report what has been asked of them. Devising the right strategic measures is crucially important.
Customers are the fuel for the engine. There are many things you can do to measure engine performance and improve its operation, but you can’t lose sight of the fuel source.
Svyatoslav, what does your company do and what do you prioritise beyond efficiency?
My small company helps clients craft new strategies. Strategy development is my primary activity. I am an independent strategy consultant.
The quoted paragraph from Ordóñez, Schweitzer, Galinsky, and Bazerman's "Goals Gone Wild.." article is very pertinent, and highlights the importance of thinking through what's measured and the implications (intended and otherwise).
I have seen examples where measures have influenced behaviour and deflected effort and focus from more fundamental strategic goals; including where measures have been so diluted from the underlying intent that the latter has been lost as people just meet their obligations to report what has been asked of them. Devising the right strategic measures is crucially important.
Goddhart's law: "When a measure becomes a target, it ceases to be a good measure". Many thanks for the comment!
Customers are the fuel for the engine. There are many things you can do to measure engine performance and improve its operation, but you can’t lose sight of the fuel source.
I've seen few companies who had customer satisfaction as a strategic goal. Many thanks!
Same. Even if it’s a goal it may not be framed correctly. Increased sales don’t necessarily mean satisfied customers.