Thanks Dennis, yeah this is a proven and effective way to drive results and achieve a high level of performance. Should be applicable and work across a range of different environments.
Great post. Transparency is key which can lead to data informed decisions as opposed to gut feel. Loved the guidance around KPIs and metrics that truly matter. The one thing to be on the lookout for is the Hawthorn effect.
Interesting comment, thank you! I had to look it up, but it puts another interesting spin on this: "the alteration of behaviour by the subjects of a study due to their awareness of being observed."
We published our SLA performance on the company website - transformed the culture of the company and blew away our competitors. So totally agree Jens. Be bold 💪
The call center story is a perfect example of how visibility creates accountability without pressure. No top-down mandate, no manager breathing down necks. Just information in the right hands.
I've seen this pattern in AI adoption too. Teams that can see what the AI actually did (and why) trust it faster and use it better than teams working with black boxes. Transparency compounds.
Thanks Zain, that approach makes a lot of sense! In these sort of cases, it would be useful to look at not just what is being measured, but how it's measured.
Giving everyone direct insight into their own impact creates curiosity and accountability naturally
Thanks Dennis, yeah this is a proven and effective way to drive results and achieve a high level of performance. Should be applicable and work across a range of different environments.
Visibility often drives improvement faster than control ever does.
Can I get a amen
Amen. Thanks for reading!
Great comment! Control is good, trust is better :o)
Great post. Transparency is key which can lead to data informed decisions as opposed to gut feel. Loved the guidance around KPIs and metrics that truly matter. The one thing to be on the lookout for is the Hawthorn effect.
Interesting comment, thank you! I had to look it up, but it puts another interesting spin on this: "the alteration of behaviour by the subjects of a study due to their awareness of being observed."
We published our SLA performance on the company website - transformed the culture of the company and blew away our competitors. So totally agree Jens. Be bold 💪
Great move, Chris!
The call center story is a perfect example of how visibility creates accountability without pressure. No top-down mandate, no manager breathing down necks. Just information in the right hands.
I've seen this pattern in AI adoption too. Teams that can see what the AI actually did (and why) trust it faster and use it better than teams working with black boxes. Transparency compounds.
Thanks Zain, that approach makes a lot of sense! In these sort of cases, it would be useful to look at not just what is being measured, but how it's measured.
Good comment, thanks for reading!