The fallacy of metrics based management

Time and time again the rush of management to quantify its existence with metrics is the downfall of many good ideas. Most any service based business has some issues tracking their performance. Enter the term metrics. Metrics are supposed to be a yardstick to measure performance. The problem is...far too many managers live and die by metrics. They forget that its a service based industry. If you’re not providing service...then no matter what the numbers say...you’re not doing the job. Management would be MUCH better served by actually providing needed services to customers instead of self serving number. Even our local police chief is in on it.

He wants to look like he’s going a good job…so he relies on metrics to show just how effective he is. Tell that to the 90 plus murder victims we had in Nashville last year. A few of his “polices” also makes one wonder what the HELL he’s thinking.

If you’re “suspected” of being involved in drugs, prostitution, or other “vice” and your car is stolen…too bad. No police report for you. Seems odd that your SUSPECTED involvement is criminal vice is enough to restrict your access to police protection and services but hey…they’re more than likely crooks so who cares. They didn’t say that you had to be actively involved in a criminal action at the time of the theft…just suspected of participating in a criminal activity

That doesn’t cover why one of my neighbors had all their lawn equipment and tools stolen out of their shed and the police refused to take a police report. When they called in the “trained” officer said it didn’t sound like $5000.00 worth of property so no report will be taken.

That’s it. Want crime numbers to go down…just pick and choose which crimes you’ll take a report on. That way the numbers look good. Now…don’t you DARE speed…they’ll take time out of their busy schedule to setup speed-traps anywhere and everywhere possible. They’re even dropped a few grand on a laser measuring device so they can ticket people “following too closely” Even the patrol officers say. You can commit a robbery…just don’t speed away from the scene.

It gives an outside observer every reason to think that the police department in Nashville has become a bunch of meter maids doing less public service and concentrating on becoming a revenue generator for the city coffers. It’s sad really. Nashville was doing a GREAT job in actually stopping crime, and punishing criminals…now...all they worry about is how much money can be grabbed from the motorists of Nashville.

Metrics…GREAT for brown nosing middle management suck-ups who want to look important instead of impotent...a guarantee of lackluster customer service for the people actually needing help.