Whether settings goals for yourself or others it’s important to understand that goals signal not only what you want to accomplish but how you’ll get there.
“Tell me how you measure me and I’ll tell you how I will behave.”
- Eliyahu M. Goldratt
The Wrong Goals
Sometimes no goals are better then bad goals. There are countless examples where people are measured by the number of tickets and low and behold the number of tickets shoot through the roof. But the service? It’s worse.