We have all seen or heard this quote from Peter Drucker.
The focus on performance is a byproduct of a data rich world. Deploying “the internet of everything”, provides the ability to improve system performance at a greater degree of granularity if we all can agree upon the desired outcome.
A fan of slapstick/physical comedy, I always enjoyed this skit. Lucille and Vivian are unable to keep up with their chocolate wrapping assignment. They eventually “hide the evidence” that the system is failing, as their confidence turns to panic. (The woman manager actually created a perverse incentive, i.e., no unwrapped chocolates. To avoid being fired, they actually do a worse job than being truthful about their work, or the manager observing to see if they were preforming as expected.)
The manager saw the chocolates were gone. She was delighted, but did not understand the system’s real performance. One could argue that her measurement tools were weak, but her eyesight was sufficient to allow her to believe that no other testing was necessary, the objective was met, no unwrapped chocolates in the other room. Lucille and Vivian do not confront the manager. Their mouths are full of chocolates, thus agreeing to be overworked yet again.
So, when examining ways to manage performance measurements, industrial processing does a good job of discussing flow charts, etc., but it may not necessarily capture the ingenuity of the work bench! And this is where the second Drucker quote serves as a useful counterpoint.
But there may be a better quote… “just remember performance measures are like a box of chocolates.”