KPI Problems
When little report-production problems become a disaster
I’ve sat in a lot of MI (management information) departments over the years and have noticed a common theme. You can tell when there’s going to be highly visible (and embarrassing) failure in KPI and measure production well before the event. There’s a well established concept called Heinrich’s Accident Pyramid that asserts that a number near-miss events increase the probability of more…
Buying rugs and broken broadband connections
There’s something curious happens when you write a number down. It somehow becomes “official”. I realised this a few years ago when haggling for rugs in India. The traders would write down the figure on a piece of paper and show it to you when you were haggling. I naively assumed this was to avoid…
How to get a perfect quality score in 24 hours…
Many KPIs and targets can be an invitation for creative dishonesty. How do you make sure you don’t accidentally drive self defeating behaviours?
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