Gaming the System at Starbucks

Starbucks Gossip: Howard Schultz apparently hasn’t put the brakes on warm sandwiches Following up on last week’s post on Starbucks operations, I found an example of “gaming the numbers” in a different post. “Gaming the numbers” is a common phenomenon when people are pressured to hit certain numbers (a dynamic that Deming preached against, this idea of “management by objectives” being dysfunctional). I’m often reminded of the three things that can happen when people are … Continue reading Gaming the System at Starbucks