Richard Milligan moved from leading by metrics and scorecards to leading with what he calls a "heart posture," putting people first and letting numbers follow. Metrics still matter, but they're tools, not the goal.
And what I had to do was go from being transactional to transformational. The transactional person has the scorecard and the minimum number, and those things are important. I'm not throwing those away because I believe in a scorecard methodology, but primarily it's a heart posture where you shift the heart posture and go, I'm going to bring people value first before I think about the transactional part of it.
