It goes “When a measure becomes a target, it ceases to be a good measure.” How does that work in practice?
In: Other
Imagine that you notice that all your customers that are happy have talked to a sales associate in the last thirty days. Then you check to see which sales associates talk to clients more often. You notice the ones that talk more also sell more. That’s a good predictive measure of who is trying the hardest. Then imagine you tell everyone that if they haven’t talked to their clients, in the last three days they get fired. Sales associates will make a bunch of annoying and useless calls, and it’s likely worse for you than before, and now your metric doesn’t mean anything because you can “game the system”.
Latest Answers