the very action of measuring
Say my name (A story about metrics)

One thing we have realized is that this focus on efficiency creates other inefficiencies. For instance, if you tell your workers they have to handle as many clients possible per minute, they will give a very impersonal and robotic response to the clients. Yes, they will be very quick, but that doesn’t mean that you are making your clients happy. Also, maybe that makes the client having to spend even more time wandering from one desk to the other trying to seek the information he/she needs. As long as they just spend 30 seconds with each agent, everything will be alright from the companies point of view. But trust me, the client will be pissed off.

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