There's a certain stupid charm to the truism that if something cannot be measured it cannot be improved. But that assumes that the measurement is germane (actually applicable to what you want improved, not just a number that's easy to collect or makes a bold statement), and that the only way to improve the measurement is to improve what it is supposed to be measuring (instead of faking the numbers, or focusing on improving the numbers to the detriment of other activities).<\/p>\n
Unfortunately, in education (and medicine, and policing — heck, in a lot of business, too, where this all was developed), the measurements picked are dubious, the gaming of the numbers is widespread, because the consequences of not meeting the desired measurements have been made so dire.<\/p>\n
Take this example. Your boss can't easily measure the subjective what you do, but knows that it involves a lot of copy work. So your boss starts counting how many times you visit the copy machine. More copier visits, more activity and therefore better work being done.<\/p>\n
Except that some activities don't require use of the copier (so you start avoiding or delegating those activities). And there's nothing stopping you from doing the copying involved in two copier runs (two visits!) instead of a more efficient single visit.<\/p>\n
But it's an easy measure, one that can be posted on the break room wall and used as the basis for merit increases, and so the only unsatisfied people left are the customers and the guy who's wondering why copier costs are up 90% this quarter …<\/p>\n
Or take one of my business favorites: help desk turn-around time. Good service means people's needs are being met quickly, so we'll count the number of tickets closed and the quickness with which they are being closed. Easy!<\/p>\n
Except that means that a difficult problem is going to ruin the metrics. The simple answer is to close the ticket each time you finish an interaction; if the problem requires six short-turn-around tickets rather than one long one … well, that's an improvement, based on the metrics. Or it means that workers find reasons to escalate long-solution-time tickets upwards to higher grade technicians, even if that's not an efficient use of their time. <\/p>\n
Another place I've seen this (frequently) is in demands for a hard Return on Investment. Because of the distortion of executive management's own metric of return on earnings or net margin, significant investments require an RoI number to show how they will fit into that higher-level accountability metric.<\/p>\n
But some such numbers are impossible to come by. A system that makes it easier to find the right person for a job proposal sounds like a great idea, but how do you determine how much money that will actually save (from hiring costs) or what percentage of new work will be obtained because of it? You can't, without a lot of SWAGgery, and as a results, such systems either don't get funded (even if there's general agreement that it's a "good idea"), or are justified based on shaky, subjective, cherry-picked, or consultant-driven numbers (at best a re-introduction of subjective judgment the process is trying to exclude, at worst lying for "a good cause").<\/p>\n
The bottom line is measurement for the sake of measurement is meaningless. The Real World is analog, not digital. Complexities belie simplification to round numbers. Measurement needs to be an accurate proxy for what it is you are trying to improve. And setting target measurements will incent behavior to meet those targets, often with undesirable side effects.<\/p>\n
A former boss of mine once said that the metrics we were collecting couldn't be used in a vacuum; that they were meant to be the basis for a further discussion, not an automated percent pay boost or drop: to help understand why the numbers were showing what they were, and even possibly to point to ways to improve the way the process is being executed (or improve the way the measurements are being gathered). They're words I've always tried to take to heart.<\/p><\/blockquote>\n
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\nThe Costs of Accountability<\/a><\/span>
\nThe ballooning demand for misplaced and misunderstood metrics, benchmarks, and performance indicators is costing us big.\n<\/p><\/blockquote>\nView on Google+<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"
