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The Metric That Rewards the Wrong Behavior

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October 26, 2026

Every metric creates an incentive, and some incentives point away from the outcome the metric was meant to produce. A measure of ticket resolution rewards speed, and speed produces premature closure. A measure of utilization rewards billable hours, and utilization produces work that need not exist.

The distortion is rarely noticed because the metric was chosen for good reason. It correlated with the desired outcome when adopted, and the correlation held until people began optimizing the measure itself.

Testing whether metrics still track their purpose is an ongoing obligation. For those overseeing performance, this testing is a durable component of sound career development strategies in any organization. Our metrics framework provides correlation review.

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The Default Precedent Adherence

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