Should You Measure the Positive or the Negative?by Stacey Barr |
People occasionally ask me whether we should measure the positive, or what we want more of, rather than the negative, what we want less of. Mostly they believe it should be the positive. But when does it matter? Or does it ever matter?
The answer, like it is for most things, is it depends. It depends on the risks either way. There are three common arguments people use for why we avoid measuring the negative, but let’s explore why often the risks are not worth it.
Where attention goes, energy flows.
One argument against measuring in the negative is that it keeps our attention on what we don’t want. This would mean that if we measure workplace accidents, then our attention is on injuring people rather than keeping them safe.
But really, why can’t our attention be on the shrinking gap between the current injury level and zero, through a trajectory of improvement targets? Our energy, then, could flow in the direction of finding the solutions that continue to shrink that gap.
Bad news is depressing.
Another argument is that it’s depressing to monitor what we don’t want. But the role of KPIs is not to manage our mood. It’s to incite action. Anyway, it’s much more depressing to suddenly have a huge system crash to deal with because we monitored the percent of system uptime within tolerance…
… and therefore failed to see the small but significant lead indication of an increase in system downtime, which we can see in this XmR chart:
Particularly with rare events or small failure rates, signals of change can be swamped and drowned out when we only monitor the positive.
Up should always mean good.
In dashboards and reports, many people like to have all the measures framed so up means good and it’s thus faster to interpret each measure. If your philosophy is that measures should be monitored by the tick-and-flick method, and out of the way as fast as possible, then fine. Do that. But you leave the insight behind.
Measures work together as characters in a story, and each measure has its own personality. We need to spend time with each measure; appreciate its interaction with others, and only interpret it within that context.
What story do these three call centre measures tell you?
They tell me that whatever the call centre team did to reduce call handling time, it had an adverse impact on the rate that customer issues were resolved in the first call. And we see that echo in the caller satisfaction trend. But after a few months, it seems the team has discovered how to resolve more calls more quickly, within the first call.
It’s best not to set blanket rules about how to measure.
We want our measures to focus us on improving performance, and that means they need to give us quick and accurate signals of change, and trigger us in to action when action is needed. That’s much more important than whether we’re measuring the positive or the negative, or which direction is good or bad. Let’s not treat measurement so trivially.
Is there any debate about measuring the positive or negative in your organisation? What are the arguments for and against? And do you see the risks?
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