We pay attention to what we measure.

If you measure the time people clock in and out, people will conform the culture to clock in and out on time. That will not mean they spend the in time productively. If you measure the number of customers served you will get quick customer service. It probably won’t be good or friendly.

Targets are created by what you measure. These targets place pressure on the process. Pressure creates innovation towards efficiency.

The first step to addressing your culture, your performance or your efficiency, is to decide what to measure. You can thumb suck, or you can do the work. What you chose will differentiate the quick fix from the sustainable solution.

patricia serna

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