counterproductive measure

school closed by snow and the wrong KPIs

Defining KPIs: How the wrong KPI shut schools

By Bernie | May 13, 2014

Defining KPIs clearly is crucial. Badly defined KPIs have unfortunate side effects. The cobra effect is one of my favourites. Most people agree that going to school is good for children. This means that there is a government focus on truancy as a measure. Sometimes there are legitimate reasons why children cannot get to school. One such reason is snow. A singular focus on truancy…

banana skin

The wrong KPI. Dangers of the ‘obvious’ measure

By Bernie | March 8, 2014

  A powerful example of  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…