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Beware: You get what you measure!

I’m pleased to say that my most recent blog article has been published on “”, where I have contributed as a guest author.    I’d love to hear what you think, so please feel free to make a comment on the site, or contact me directly. Here is an excerpt and link:


“There’s an old expression that says ‘you get what you measure’. This may be a little clichéd, but it generally holds true within organizations and processes. It’s human nature to shoot for the objectives that have been set, and it is human nature to pay attention to the metrics which are being measured. If metrics and performance indicators are set incorrectly, process and systems break. Sometimes KPIs that were set with the intention of improving a situation actually have the direct opposite effect. And what’s worse, this poor customer experience gets ‘hidden’ because the wrong data gets captured.

The problem: Targets are often blunt and misinterpreted…….”

Read the rest of the article by clicking the link below:

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