Twenty five

“Ninety percent of what you’re saying isn’t coming out of your mouth – Hitch, 2005.”

Saket, the BPM consultant with a love of movie quotes, was back on site. It was apparent that everyone considers him one of the Attenzi team, albeit one who isn’t around all the time. He was meeting with Tom (HR) and Yvonne (PR) to discuss internal communications and performance.

Most people consider the role of measurement in the most straightforward terms, to tell us how well we’re doing what we’re doing. But this is just part of the equation according to Saket.

The quote from Hitch was Saket’s way of highlighting that what you decide to measure and how you decide to measure it communicates your expectations. It ranks alongside other such non-verbal signals as attitude, behavior, presentation, process design, culture etc.

People perform as they are measured, so if you want them to perform individually and in groups in particular ways – and which organization doesn’t – then define your measures diligently.

Measurement is important communication that guides performance that delivers strategy that pursues the vision.

Saket was keen to stress the importance of such multi-faceted communications, and wasn’t particularly charitable to leaders who believe people always want to hear them spouting off as if that’s the only and sufficient way to point the organization in the right direction and get it to move that way. “Some people without brains do an awful lot of talking – The Wizard of Oz, 1939.”

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