Martin

Valuable insights from Glenn, Neland, Dell’s former head of supply chain and customer experience in Bob Pearson’s blog post.

Stop metrics that cause the wrong behavior: “You have metrics in place that guide certain behaviors within the organization. Periodically, you will find these metrics are not creating the behavior you wanted, or you may decide that the behavior you wanted isn’t providing the best customer experience. Change the metrics.”

Read the full article here.