On Metrics and Employee Confusion

There’s an excellent post from Bob Champagne discussing the misalignment of strategy and metrics. I frequently seen this practice in employee objectives and evaluation as well as in job postings. It is not uncommon to see an enterprise software company talk on one hand about concepts such as knowledge creation and future call avoidance and on the other use low-complexity call center metrics, such as after call work and average call length. In this situation, employees will always veer towards the objectives that pay them more, either financially or in management praise or both. Conclusion? Take time to develop your metrics based on your strategy and objectives. Ask yourself how you would behave if you were faced with the choice and do not assume your employees will act differently.

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