Not everyone forgets to take measures and to do so frequently, but people still fail to create measures that generate the right kind of influence. They do so by measuring the wrong variable. For instance, during the Cold War, Soviet leaders didn’t have or measure such a capitalistic thing as profits, and nobody tracked customer satisfaction (who even cared about such nonsense?), so they decided to improve productivity—something they did measure—by tracking weight. In short, production facilities were required to produce more tonnage. Nail factory leaders responded to this demand by switching
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