Keeping Score

2 Problems with Most Measurement Systems

HAYSTACKS

Data, like hay, is usually dry

And piled in slacks and measured by the bit.

And how like the needle information is: it

Always has a point and it needs an eye.

—Thomas F. Gilbert

Why is it that some organizations work with such precision that they measure defects per million products or opportunities? How is it that airlines fly thousands of flights per day from airports all over the world and have less than one serious accident for every million flights? Yet, if you take your car in to be repaired or have someone fix your copy machine, the technician fixes it right the first time about 60 percent of the time. Flying a 747 is certainly more difficult than doing a tune-up on a Chevrolet. ...