Observer Measurement Bias: the values you use for assessing success (and awarding bonuses, raises or promotions) will be the values which are optimized.
Want to optimize number of bugs found? An infinite number can be found. Bugs closed? An infinite number can be generated and closed. Tickets resolved? They all get resolved, and customer satisfaction plumments. Low customer support call time? Hangups happen. High customer support survey scores? Cost of customer support skyrockets. Number of deals closed? Sales has promised discounts you can't support. Size of deals closed? You won't have any new small and medium customers.
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Date: 2016-05-12 06:35 pm (UTC)Want to optimize number of bugs found? An infinite number can be found. Bugs closed? An infinite number can be generated and closed. Tickets resolved? They all get resolved, and customer satisfaction plumments. Low customer support call time? Hangups happen. High customer support survey scores? Cost of customer support skyrockets. Number of deals closed? Sales has promised discounts you can't support. Size of deals closed? You won't have any new small and medium customers.