Tag
KPI design
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How to Avoid Goodhart’s Law When Designing Performance KPIs: The Hidden Pitfalls of Metric Obsession
The danger lies in the assumption that what can be measured can be managed. Yet history shows that metrics like "customer satisfaction scores," "employee...
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How to Avoid Goodhart’s Law When Designing Performance Metrics: A Strategic Framework
Consider the case of a bank that rewarded loan officers based on volume. The metric worked—until it didn’t. Officers began approving high-risk loans to boost...