I have friends who run their businesses off of key-performance-indicator dashboards. Their companies have cultures in which pretty much everything is measured and tracked. If something is important, it gets tracked. I have been in rooms with EOS implementors who preach that every goal needs metrics behind it, and if you can’t measure it and hold someone accountable for the result, that means it’s not a real goal and it’s not essential.
But is everything black and white? Is everything quantifiable? To me, this kind of thinking is as extreme as the belief that artificial intelligence is going to take over the world or the old argument that e-commerce was going to replace all shopping malls. I believe there are times when we have to do things that are extremely important even if they are challenging to quantify.
Continue reading in my 21 Hats column
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