Using Metrics that Motivate and Scoreboards for Success To multiply leadership time, encourage improvements, and build customer satisfaction.
Here's an example: Early in my career, the conference room was filled with a group of managers two and three levels below the top executive who asked me to introduce measurements and scoreboards. At that time, I used the direct approach. Here's how to do it. That strategy did not help. They filled the air with reasons why this approach did not help.
What did help was telling a number of case stories of how other people have made their lives and work easier and better with the right metrics and scoreboards. It's like sitting on the train next to someone reading the newspaper. Even if you have a book in your hands, it's intriguing to look over your neighbor's shoulder and read his paper. So too, people like the intrigue of hearing what others have done. They are curious about the before and after. They enjoy hearing about the challenges others have faced and how they made improvements with the right metrics and scoreboards. So if a group hesitates, share more success stories. Stories work with even the folks who have trouble conceptualizing. The lights will go on.
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