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…

Why being bad can be good – Targets, measures and dissonance

By Bernie | September 9, 2011

I’ve often found that people often get very uncomfortable if you change a measure to show poorer perfomance even if you lower the target proportionately. Let me give you an example. I worked with a paper manufacturer a few years ago. Their (flawed) efficiency measure showed them bobbing between 95 and 105% efficiency. Anyone with…

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?