A problem we investigate
The number you run the business on has stopped measuring what it names. We investigate why, and design the fix.
One week. One problem. One confirmed figure.
The metric is reported by the people whose work it describes, and rewarded by the people who want it green. So it gets managed rather than measured, and it slowly stops telling you anything true about the floor.
It is rarely one person lying. It is a system that has learned, quietly and reasonably, that a green number is safer than an honest one. By the time the floor and the dashboard disagree, the disagreement has usually been there for a year.
We do not start by asking people to be honest. We start by reading the record, the complaints, the escalations, the rework, the exits, and finding where the reported number and the real one parted company.
The same number is measured and rewarded, so it is managed to rather than measured from.
The cases that did not fit were handled off the record, and the record now looks clean.
What counts as a defect, a sale, a resolution, has quietly changed since the definition was written.
The dashboard and the floor disagree, and no one role is accountable for the space between them.
The dashboard that flatters is investigated in full in the Investigations lane, alongside the experience and exit work.
See the Investigations lane →If the pattern is real, you will know within a week. If it is not, we say so in writing.
If the pattern is real, you will know within a week. If it is not, we say so in writing.
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