4 ms·
When deciding KPIs, Goodhart's law should always be kept in mind: when a measure becomes a target, it ceases to be a good measure. It's really hard to not crea
by cedilla 3y ago
When deciding KPIs, Goodhart's law should always be kept in mind: when a measure becomes a target, it ceases to be a good measure.
It's really hard to not create perverse incentives with KPIs. Targets like "% of tickets closed within 72 hours" can wreck service quality if the team is under enough pressure or unscrupulous.