Metrics are driving companies insane
This fairly recent obsession with metrics in the workplace is driving companies insane.
A while back, I watched a video about all the ways hotels are trying to save money by, among other things, eliminating storage space, making the bathroom less private, removing desks, and pressuring guests to work at the bar, where they can spend more money. (By the way, that bartender? They're also the receptionist.) These changes are, of course, driven by metrics like “GSS” and “ITR,” whatever the f@*k those are.
Is there a kernel of truth to all of this? Sure. Aloft Hotels are cozy, and they seem to follow this playbook. I didn't mind staying in one when I was stuck in San Francisco for one night more than ten years ago. Would I want to stay in one of their rooms during a business trip or anything else lasting more than a couple of days? Hell no. I'd like a desk and somewhere to put clothes. (I know, I'm so needy. I travel with clothes.)
Metrics are fine, sometimes, when their use is limited and their shortcomings are genuinely appreciated. Taking them too seriously and letting them make the decisions, however, is a recipe for disaster. Hard questions demand more thoughtfulness than that. “GSS” and “ITR” are meaningful until they aren't, and nobody is going to find solace in those abbreviations when generations of potential customers steer clear of your business because they actually want something good.
Sadly, I don't think most businesses think that far ahead.
Show me the metric which proves that your business isn't incurring massive risk by ignoring common sense. Until then, I don't care about “the numbers.”