Goodhart's law: why a number stops telling the truth once it becomes a target
Counter-metrics: how to keep a number honest
Take every number off the wall and you work blind. Leave one up, and the quickest way to move it wins. Can a metric be built so it is hard to game?
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1
Close a ticket before the lock works, and the rider writes back. The same ticket opens again, and help desks count these as reopened tickets.
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2
Your stopwatch never sees them: it counted the ticket as closed, and fast. So the time to close can look great while the same riders write in again.
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