Control a New KPI Before It Controls You
Evaluate a new KPI for objective fit, gaming risk, and evidence quality.
Control moment A COO wants "tickets closed per agent" on the weekly scorecard by Monday. Support leaders worry agents will rush cases and hurt renewal quality. The path matters because each choice changes assurance and operating speed. Balanced Scorecard A KPI is a control lever. Balanced measurement asks whether the metric aligns with strategy and whether it creates the behavior you want. Each KPI needs an objective, a denominator, a data owner, and a known gaming risk. A control decision is strong when the next owner and proof are obvious. Shortcut Treat the symptom as if it were the control.…
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