Mark Osborne discusses the tension between tracking performance metrics and burdening frontline workers with excessive reporting. As operations scale, adding dashboards and KPIs can create bureaucracy that pulls people away from actual work. The challenge is measuring what matters without over-engineering the process.
But on the other side, it's very important. And I truly believe that you don't have to actually over-engineer. You don't have to create bureaucracy. So there is a, you know, a fine line in this because the manager wants to see, you know, nice numbers, little graphs, you know, nice pie chart, and, you know, keep track of things, KPIs. Amazing. You need to do that. Absolutely. But on the other side, you have people on the ground that are actually working, and you don't want to create, you know, add additional hours to their working day so that they do their job and then for 2 hours they log in numbers or, you know, notes on a system, because that's bureaucracy.
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