Integrating Performance Management
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“The greatest danger in performance measurement is not seeing too little, but believing you’ve finally seen everything.” Nine KPI Lessons, One Underlying Problem Throughout this series, we have explored what might seem like nine separate problems with measuring performance. Each article examined a different symptom, manifestation, paradox, or unexpected consequence of using KPIs to understand […]…
The Price of Turning on the Light A flashlight has a most mundane but curious property: the moment you flip the switch, the room becomes both brighter and darker. Wherever the light beam hits, details are rendered in sharp focus, and objects you hadn’t realized were there become clearly visible. At the same time, the […] The post KPI Blind Spots: Why Every Dashboard Has an Invisible Side appeared…
For centuries, professions carried meanings far removed from any actual job descriptions. Teachers were nurturers and enablers. Engineers were architects and makers. Doctors were caregivers and saviours. Public servants were literally people serving the public. Performance was certainly expected, but mostly measured through the lens of the work itself. An experienced engineer didn’t measure their…
Every organization remembers its numbers: revenue, profit margins, cost of customer acquisition, employee utilization, defect rates, NPS scores, or average resolution times. Pull open any dashboard, and you’ll see hundreds of highly selective data points meticulously tracking almost everything happening within the business. Organizations today are astoundingly adept at capturing data. However,…
The Politics of KPIs: Why Metrics Are Never Truly Neutral If you present two experienced chief executive officers with precisely the same digital dashboard, one will zero in on cash flow and return on investment. The other will bypass them and ask to know customer retention, employee engagement, and product penetration rates. Both will be […] The post The Politics of KPIs: Why Metrics Are Never…
Artificial intelligence is often framed as something that will either replace human abilities or revolutionize them. In this TED conversation, social psychologist Heidi Grant and NiCE CX Division president Barry Cooper take a more balanced view. Rather than focusing on what AI might take away, they explore how it can strengthen the skills that matter […] The post Can AI Make Us More Human? A…