What gets measured gets done

It is true isn’t it? But let’s be careful we measure the right things!

Sometimes measures that worked in the past, are no longer so effective. Moreover the measures we formally used to motivate the team may now be counter-productive. For example measuring and publishing individual productivity when there isn’t enough work can produce the wrong results. The staff charge time to clients where, in busier times, they would have worked more quickly and charged less because they were busier. The client is billed more in a down-turn and gets upset and goes elsewhere.

We actually lose clients when what we need is more clients and more work from existing clients. So how about measuring our effectiveness at winning new work? i.e. a sales measure