Running the Numbers, Instead of the Business
If you have been following this blog for a while, then you know I am very interested in how measurement drives behavior, particularly if it drives the wrong behaviors. Recently I heard another great example from an English colleague of mine.
As I understand, there is a performance indicator in the British healthcare system that measures how many appointments with a general practitioner can be made within 48 hours.
My colleague wanted to see the doctor for something completely non-urgent. He called on Monday, asking for an appointment for Friday. The assistant friendly asked him if he could call back on Wednesday, the assistant was not allowed to make appointments more than 48 hours out.
A clear case of running the numbers, instead of running the business.
Do you have examples as well? Let me know!
--frank
