Guardrails Stop Metric Gaming
Choose guardrail metrics that protect quality while a driver metric improves.
A useful KPI is a causal model, not a decorated number. A North Star creates focus, but focus without guardrails can create damage. A KPI tree should include guardrail metrics: measures that should not deteriorate while the target improves. If the North Star is completed workflows, a guardrail might be error rate, refund rate, complaint volume, or support escalation. Guardrails work because most metrics can be gamed or over-optimized. Leading indicators are especially vulnerable because they sit close to activity. Teams can increase activity without increasing value. Guardrails keep the KPI tree honest by checking quality, customer trust, cost, or…
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