The road to hell is paved with metrics.
Markovitz Consulting
AUGUST 27, 2019
Michael Harris and Bill Tayler wrote a terrific article in the new Harvard Business Review on “metrics surrogation”—the tendency for people to mentally replace their business strategy with metrics. Although these metrics are supposed to reflect the company’s progress towards its goals, the focus on metrics can destroy an organization. Wells Fargo’s “” Eight is great ” initiative, which had the company measuring daily cross-sell numbers, caused employees to focus on increasing that number—not nec
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