Admit it: You Care (Only) About What You Measure
This HBR Blog Network post about measuring performance reminded me of countless conversations I have had with managers about the stated importance of quality and the actual importance of productivity. It is a classic organizational screw up to say, “Quality is our number 1 priority,” but then scream bloody murder the very second productivity falls below expectations. In an instant, there goes the focus on quality, right out the window. Once you do this, none of your people will ever again (almost ever) believe in your focus on quality. You have just destroyed any future attempt to focus on quality. People will no longer listen to you because now they know that productivity is all that matters.