Steven's Notebook

Look Ma - No Hands!

You Get What You Measure

Al Hawkins: Productivity and the Law of Unintended Consequences:

I hope they understand that this means an end to the free tech support I’ve been providing, like programming the fax machines and kickstarting the network printers when they hung. No more productivity-enhancing projects, like the wiki and the information entered therein performed during the odd quiet moment. No more tutorials on web resources to speed information retrieval for insurance auths.

Echo echo echo… from my August 29, 2002 post on Corporate Culture: “The managers, intent on “making the numbers”, drove any thought of quality or customer satisfaction right out of the process.”

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