targets

Are you deliberately breaking your KPIs?

By Bernie | July 19, 2016

  We value your feedback… I’ve noticed an interesting trend when shopping: A practised extra tip or helpful comment by the sales assistant, shortly followed by a slip of paper being passed to you with a web link for leaving feedback. A sales person explaining that you will get a follow-up customer satisfaction survey and confiding that…

broken cable modem

Buying rugs and broken broadband connections

By Bernie | October 6, 2011

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…

Team Efficiency and Cognitive Dissonance in the Workplace

By Bernie | September 9, 2011

What happens when you adjust metrics and targets to be more realistic, but it leaves your workforce feeling like they’re suddenly underperforming, even though their actual performance hasn’t changed at all? In today’s data-driven world, metrics and targets are the bedrock of organisational performance. But what happens when these measures don’t tell the full story?…

train toilet

Loo’s, trains and board games

By Bernie | November 2, 2010

How does measuring fare revenue lead to a five year old wetting himself?