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The Thought Behind Metrics

Shannon Holck takes a book as a jumping-off point for failure by metric success:

There were some great use cases in the book.  Doctors that stopped taking cases that were difficult because it would ruin their surgical success metric.  Police that stopped responding to calls because it would ruin their case closure rate if they couldn’t solve it.

Muller states “The problem is not measurement, but excessive measurement, and inappropriate measurements – not metrics, but metric fixation.”

Shannon’s case study and recommendations were interesting.