Client Centric Part III: Be Careful What You Measure

I hated getting on the scales in high school. I weighed 145 pounds soaking wet my senior year. It was embarrassing to appear skinny in the football program, so when asked my weight, I pushed it up a few pounds, anticipating weight gain from all the food I was consuming.

The opposite is now the case. I like to round the numbers down, try to eat less, and look thinner. We tend to measure what we want. We don’t typically measure what is the most critical; it is too painful and forces our hand.

When we measure the right things, we get the right outcomes. That takes great thinking and great discipline. If the high school football program had measured the weight lifted in the bench press that was a number I could have done something about. But gaining body weight was outside of my control as long as I was playing football.

KLAS enjoys hearing about the many programs and measurements that are put into place to improve a vendor’s performance. It is most rewarding to recognize those measurements that actually result in the success desired. Those measurements are likely the toughest to uncover and require the most discipline to record. The good news is that the outcomes are better by a significantly large margin. If you are aware of best practice measurements, pass them along and we’ll see if we can share them.

Klas blogs

Latest tweets