If you’re problem isn’t having too few performance measures, then most certainly it’s having too many. We don’t like to let go of our performance measures because we might just need them someday, and it took a lot of effort to get them in the first place. These aren’t good reasons for keeping them, and doing so will cause us more harm than good.
Imagine you take your car to the car dealer to get serviced. Before you give your car to the service manager you see the following performance statistics posted on the wall:
Average time to wait for an appointment after requesting one—27 days
Number of people who requested an appointment but didn’t get one—46,000
Not too reassuring is it....