Connecting things it's possible to usefully measure with the bigger goals is an insurmountable problem in almost every business, because some things are much ea

Connecting things it's possible to usefully measure with the bigger goals is an insurmountable problem in almost every business, because some things are much easier to measure than others. For example, it's very easy to measure if the call centre answered a highly efficient N support calls per worker-hour. And it's very difficult to measure if people who deal with the call centre end up badmouthing your company to their friends, because your useless call centre always just tells them to reboot and never does anything to resolve the underlying issue.