Goodhart's law: why a number stops telling the truth once it becomes a target
Unmeasured work: why the job no metric counts is the first to stop
Which job stops first when a team is paid on two numbers? The one neither number counts, and no report shows it stopping.
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1
A month later, both numbers of the bonus shine. Tickets close fast, riders give high stars, and you feel safe.
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2
Across town, the repair crew have a strange month. They fix broken bikes, but they only hear of one when support calls, and their phone stays quiet.
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