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Conclusion

The old school-of-thought doesn't work. Using metrics as a form of motivation falls closer to manipulation than collaboration. You'll need to develop a solid rapport with your workforce and fully team with them to use metrics properly. Setting stretch goals, targets, thresholds, using measures as goals, and rewarding reaching a measure as an incentive are examples of using the wrong tool for the job.

Meeting customer expectations is the real goal. Anomalies to the expectations can provide useful information.

Expectations provide a clear context and are the key to open the doors to improvement.


  

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