Goodhart's law: why a number stops telling the truth once it becomes a target
Using metrics well: what a number is really for
A number on the dashboard jumps overnight. It can tell you that something is wrong, never what. W. Edwards Deming had blunt advice for managers about numbers like that.
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Reopened tickets are up again. Someone rushing? A broken lock? Two numbers point at trouble, and that's all they can do.
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So you do what no number can: you open the reopened tickets and read them, one by one.
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