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Measures, Targets and Rewards |
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Objectives. Before you measure anything you need to carefully determine your objectives. What is it you are really trying to achieve and what is the purpose of making measurements? And are measurements the best way of achieving your goals? Why Measure? There are many reasons why something is measured
For change and KM initiatives there are often two main stakeholders:
Targets. People, teams and organizations are often given 'targets' by which they are 'measured'. For example, "When booking an appointment a patient should not have to wait more than 48 hours to see their doctor." Such a measure can be recorded and used as a method for 'measuring' performance with the aim of improving that performance or simply ensuring conformance. Targets that are imposed in this way are often 'gamed' in that people will try to meet the target but avoid any real change. In the example above, a doctors surgery can instantly meet the target by only allowing patients to book an appointment the same day. The target is met at the expense of the objective i.e. improving the service to patients. (This is a real example from the British National Health Service that was gamed in this way.) Imposing targets on someone to enforce performance rarely works and indeed often has the opposite effect. For targets to be effective; they must be designed and bought into by the people actually using them and not enforced by senior management. There aim should not be to enforce compliance but to provide a feedback mechanism for learning. In the example above of the doctor's surgery that would mean rather than the government imposing the target that the doctors and staff that comprise an individual surgery come together to explore how they might improve their service and then agree a set of measurement that they can monitor over time to determine if things are getting worse or better especially in light of initiatives to improve the service. Such measures are now very unlikely to be 'gamed' as the people involved will have bought in to them and see them as 'learning tools'. Rewards. Rewards Punish . Rewarding people for meeting targets is detrimental to quality, motivation and pride in work and exacerbates 'gaming'. Rewards are:
Blog Post Rewarding and recognizing knowledge sharingPosted to Gurteen Knowledge-Log by David Gurteen on 15 September 2002 Alfie Kohn on human behavior, education, and society Posted to Gurteen Knowledge-Log by David Gurteen on 15 September 2002 Should we bribe kids to behave well? Posted to Gurteen Knowledge-Log by David Gurteen on 14 March 2004 Wikipedia and rewards for knowledge sharing Posted to Gurteen Knowledge-Log by David Gurteen on 11 February 2006 How do you motivate people? Posted to Gurteen Knowledge-Log by David Gurteen on 12 August 2008 Are traditional rewards as effective as we think? Posted to Gurteen Knowledge-Log by David Gurteen on 23 September 2009 Do managers need to measure and reward trust? Posted to Gurteen Knowledge-Log by David Gurteen on 26 September 2009 On Incentivizing Knowledge Management Posted to Gurteen Knowledge-Log by David Gurteen on 14 December 2009 If traditional incentives can have a negative impact, what's the workaround? Posted to Gurteen Knowledge-Log by David Gurteen on 11 January 2010 Alfie Kohn, children, rewards, motivation and KM Posted to Gurteen Knowledge-Log by David Gurteen on 20 January 2010 A colossal Knowledge Management failure! Posted to Gurteen Knowledge-Log by David Gurteen on 8 March 2010 No more targets please! Posted to Gurteen Knowledge-Log by David Gurteen on 18 April 2010 Light the fire within! Posted to Gurteen Knowledge-Log by David Gurteen on 18 April 2010 You can't make me do it Posted to Gurteen Knowledge-Log by David Gurteen on 25 June 2010 A good video collection of interviews with a number of KM people Posted to Gurteen Knowledge-Log by on 20 February 2011 How do you develop intrinsic motivation? Posted to Gurteen Knowledge-Log by David Gurteen on 18 December 2011 Measure less, care more Posted to Gurteen Knowledge-Log by David Gurteen on 27 May 2012 Death by degrees, certification and accreditation Posted to Gurteen Knowledge-Log by David Gurteen on 14 August 2012 Book Drive (Jan 2010) by Daniel PinkThe surprising truth about what motivates us Punished by Rewards (Sep 1999) by Alfie Kohn The Trouble with Gold Stars, Incentive Plans, A's, Praise, and Other Bribes Category Measures, Targets and Rewards [40 items]Beware targets and rewards! Media File Presentation: Measuring KM, measures, targets and rewardsMeasuring KM, measures, targets & rewards Video: David Gurteen's keynote talk at KM Middle East 2011 David Gurteen's keynote talk at KM Middle East 2011, Abu Dhabi, UAE. Don't do KM Video: David Gurteen on Incentivizing Knowledge Management David Gurteen on Incentivizing Knowledge Management Person Alfie Kohn Author, Speaker & EducatorDaniel Pink Quotation Extrinsic tangible rewards undermine intrinsic motivationMotivation is a fire from within by Stephen Covey (1932 - 2012) Author & Consultant On destroying the love of learning in children by Alfie Kohn Author, Speaker & Educator On incentive-driven individuals by Alfie Kohn Author, Speaker & Educator On measures & objectives by Charles Goodhart On punishment and reward by Alfie Kohn Author, Speaker & Educator On rewarding innovation by Alfie Kohn Author, Speaker & Educator On test scores by Alfie Kohn Author, Speaker & Educator Our prevailing system of management has destroyed our people by W. Edwards Deming (1900 - 1993) Quality Guru Story The 10/5 story by David GurteenA true personal & somewhat humorous story concerning 'managing by objectives' from a few years back
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