Measurement: A Critical Aspect of Structure in the Workplace
Creating a strong and vibrant organization requires a willingness and diligence to measure the work product. Every person’s effort needs to relate to the goals and success of the organization. Measure, measure, measure.
Obvious, right? Every business book talks about accountability to the outcomes of the organization. Oddly enough, my consulting experience indicates that it is a common weakness in many organizations. There are often measures of aspects of the work (like the cost), but not always the kinds of measurements that answer the real questions about whether the team is doing the right thing in the right way.
One reason for a failure to measure is avoidance related to fears underlying measurement. Workers are often worried that measurement will show a failure at performing their job. You know, kind of like getting a grade at school. Unfortunately grading systems in school tend to be used to rank kids rather than help them improve areas of study. Measurement doesn’t have to be about ranking or failure. It can be the greatest feedback for improving one’s work.
Another common reason for failing to measure is the misperception that it is a pain in the hind quarters. It can be seen as getting in the way of production. Measuring does take some energy to devise the systems and then to maintain them. The payoff is enormous.
Profit-making companies do measurement best. In the end they know if they are making a profit or not. This “end” measure spurs them on to look at efficiencies and at customer satisfaction. Non-profits, governmental offices, and educational institutions all need metrics. How well are we serving the public? Are we using public dollars efficiently? Are our faculty members productive in terms of research and teaching? These are hard questions to answer, but they require creative effort to quantify and determine success at goals. And, just about anything can be measured.
Now, measurement in itself is not accountability. Measurement is the necessary condition for accountability. It need not turn into grading employees. It is an essential way to know that people are succeeding at what they are trying to accomplish, and, in turn, having those accomplishments produce a successful organization. Like other aspects of structure, it also matters how you implement your measurement systems.
Tom DeMaio, PhD