counterproductive measure
Defining KPIs: How the wrong KPI shut schools
Defining KPIs clearlyย is crucial. Badly definedย KPIs have unfortunateย side effects. The cobra effectย is one of my favourites. Most peopleย agree that going to school is good for children. This means that there is a government focus onย truancyย as a measure. Sometimes there are legitimate reasons why children cannot get to school. One such reasonย isย snow. Aย singular focus on truancy…
The wrong KPI. Dangers of the ‘obvious’ measure
A powerful example ofย wrong KPI is a measure used in call centres. Many of us have experienced a call centre agent who is clearly dying to get us off the line (even if they are scripted to hurriedly ask you ‘Is there anything else I can help you with today, Mr Smith?’). The…