Surprises like this often take place in corporate settings because leaders see satisfaction, engagement, and other human metrics as not only difficult to measure but as “soft.” Meaning, they don’t believe the measures matter in the grand scheme of things, and they don’t trust the measures. So leaders don’t take “soft measures” more often than, say, every two years. This schedule is typically kept against a backdrop of measuring quality every 10 minutes and discussing cash flow measures every two hours. A measure won’t drive behavior if it doesn’t maintain attention, and it certainly won’t
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