Category Archives: process improvement

Project Metrics: The Double-Edged Sword

Metrics can swing both ways

Metrics can slice both ways!

We all know that metrics are critical to running a business. We need those leading and lagging indicators of performance, so we can change course where needed and keep doing what works.

Metrics, however, are a slippery beast. In addition to measuring the results of actions, they also motivate action. And this is where things can go either fabulously right, or terribly wrong. What’s worse is that we may not realize what outcome we are promoting until it is too late.

Here’s an example from early in my career. This experience seared onto my brain the awesome power of metrics to influence behavior. And with that power comes great responsibility to ensure that the outcome we motivate is the one that we want.

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Get The Towel First: How Our Brains Trick Us into Indifference

I’m about to share one of my top process efficiency discoveries of all time. Well, OK, I don’t want to oversell this… but it’s something that both amazes and amuses me, many times a week.

Before we continue, however, a bit of context is required.  Female readers will resonate with this immediately. And for the men—well, you’re about to get a peek into that mysterious enclave known as—The Ladies Room (and yes, we persist in calling it that, despite the more P.C. signage of “WOMEN” on the door.)

Emotional Intelligence and Public restrooms

What Causes The Mess?

So Ladies: I think that you’ll agree that large public restrooms can be pretty messy. There’s almost always soapy water pooled on the counters and floors. Paper towels fallen from overstuffed trash bins lay half-soaked, and sometimes there’s even a muddy path leading to the stalls.  Leaning over to reach the wall-mounted soap dispenser results in a wet jacket hemline. Ugh.

What’s up with this? It doesn’t happen at home (exception noted for any family with 2+ young children.)  Is it the sheer volume of usage that causes  this mess? Or is it… something more subtle?

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